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Customer Support (39)

  • Today

    Octane AI is an ecommerce chatbot platform for marketing, retargeting, and automated customer care via messaging channels like Facebook Messenger. We are using AI and messaging to improve the shopping experience for merchants and their customers. We are pioneering the future of ecommerce through conversational commerce.

    We are backed by a great group of investors led by General Catalyst Partners, and our team works remotely from all across the world.

    Your goal is to help Octane AI customers. This role reports into our VP of Product, although you will work with sales and marketing as well. You will work closely with our product team to provide quality support and feedback management to our growing community of customers. You will help answer questions from our customers about Octane AI, advise them on how to best use our product, collect and report on product feedback, improve our help documentation and think about ways to scale what you are doing.

    Responsibilities

    • Support our customers. You will help our customers and community of merchants, from small businesses to our big celebrity users. You will help identify their problems and find solutions, all while maintaining a high level of empathy, personality, and professionalism. We want our customers to love you!

    • Answers customer questions via Intercom. We pride ourselves on our customer support. A lot of our merchants specifically mention our support as a reason they like working with us. You will make our customers feel respected and heard.

    • Write and edit help articles to scale what you are doing. Our help guides and documentation help our customers learn how to use the product better. You will work with the product team to make sure these are always up to date and eventually own all our help documentation. Your written english needs to be excellent so you can write these as well as help us copyedit our current documentation. You should be willing to make video screencasts to improve this documentation.

    • Support our VP of Product and our product team. You will be speaking with our customers, learning about their pain points, and bringing those pain points back to our product team.

    • Set up our top clients for success. You will help our top customers with strategy suggestions as they get in touch with us. This means you'll want to understand not just how a feature should work but how a merchant can best use a feature to increase their revenue

    • Work quickly and efficiently in a fast-paced startup environment. Be flexible enough to take on any task.

    About You

    • You are patient and like working with people. This role is primarily about working with and helping people, that should be something that excites you. Prior experience in customer support is a plus but not required.

    • You are comfortable with technology and know how to spot an error in the javascript console to include in a bug ticket. You should be comfortable troubleshooting technology, software, computer, and/or Internet-related issues. You do not need to know how to code and are not expected to solve tech issues, only to report them clearly.

    • You have great communication skills. You must be able to communicate with our customers and show them empathy and understanding. You need to be knowledgeable and likable anytime you communicate with our customers, whether it’s through email, chat, or phone. You should be able to explain the complexities of bots in an approachable way.

    • You're a problem solver. You love it when you uncover new problems and you especially love finding out solutions.

    • You are organized and detail-oriented. You log everything and you never forget to send a follow-up email. You are organized, even in chaos.

    • You play well with others. You are adept at collaborating with marketing, product, and sales teams.

    • You are a self-starter with a knack for always finding something to accomplish. You're excited about startups and the challenges and thrills that come with working at one.

    • You are willing to work Pacific daytime hours. We are an all-remote team so you can work for anywhere. For this role we are looking for coverage during west coast US day time hours. (I.e. something like 9am to 5:30pm PT) because that's where we need more coverage helping customers.

    Benefits

    • The ability to work from anywhere in the world. Our team works from San Francisco, New York, Los Angeles, Portland, Barcelona, and more. For this role, we do want someone who can work west coast hours. You don't need to be in that time zone, but you need to be willing to work those hours.

    • Excellent health benefits (if US-based): health, dental and vision insurance, 401k matching.

    • Flexible vacation policy, paid holidays, parental leave and sick leave.

    • Stock options.

    • Fitness and home office credits. We want your workspace to be your happy place. :)

    • Growth and leadership opportunities. We invest in the tools and training that will help your long-term career.

    • An amazing team of wonderfully driven and talented people.

    About Octane AI

    Octane AI is the bot platform for ecommerce. Octane AI's Facebook Messenger marketing automation software helps Shopify and ecommerce brands send abandoned cart messages, create custom flows, and increase their sales and revenue.

    Thousands of merchants and businesses trust Octane AI for their Messenger bots, including GoPro, Pure Cycles, Cover FX, Universal Music Group, Warner Music Group, Maroon 5, and more.

  • Sketch (San Francisco Bay Area)
    Yesterday
    Do you want to be part of a team that helps >1 million designers create amazing products everyday? We're looking for a full-time Customer Success Manager to join us at Sketch.

    In this position, you will serve as one of our first customer-facing, non-Support-specific roles. As such, we need someone who is proactive and excited to be the “face of Sketch” to customers. Your role will involve enabling customers, collecting feedback and evangelising the Sketch Platform. The goal is not to sell but rather to build relationships, drive enduring adoption and help customers succeed.

    We are committed to empowering designers to create their best work, and we are passionate in our belief that Sketch is a powerful way to do this. With your help, more customers will succeed more quickly and build their best products on our design platform.
    Our team works remotely and communicates mostly using text, so you will need to have excellent communication skills and written English. You will also need to be highly self-motivated.

    While this is a remote position, US San Francisco Bay Area home location is preferred and travel should be expected for certain in-person customer meetings.

    In this role, you will be an ambassador of design excellence using Sketch. You will:

    • Proactively reach out to key customers to help their design teams create their best work and design better through collaboration, by driving successful adoption of Sketch
    • For companies moving to Sketch Cloud and Sketch for Teams, help enable a smooth adoption experience — point to existing enablement resources, arrange support calls or executive briefings as needed, and be a generally-available helping hand
    • Deliver actionable and candid feedback from customers to our design and development teams so as to best facilitate ideas and drive innovation for future product enhancement and development
    • Reinforce communications relating to new features, specifically by demonstrating-on-demand if requested / when useful
    • Efficiently manage a high volume of outbound communications
    • Accurately enter, update, and maintain daily activity information in our company shared workspace
    • Monitor license and subscription entitlements in key accounts, and proactively drive successful renewals and expansions.

    Requirements

    • You must be passionate about great design
    • You must be a passionate advocate for and an experienced user of Sketch
    • Ability to work remotely as part of a close-knit team
    • Stellar written and verbal communication skills.
    • A deep sense of empathy, and a commitment to integrity
    • Experience working directly with customers, in a support or account management role, is strongly preferred.
    • Previous startup experience
    • A self-starter who can diagnose inefficiencies and optimize processes to maximize results.

    Even if you're not able to tick all of these boxes, we would still love to hear from you.
  • Description

    Canonical and Ubuntu are at the forefront of cloud and IoT computing, helping customers master the challenge of operations on hybrid cloud, bare metal, and container-based systems. Most of our team's solutions are based on OpenStack, Kubernetes, and Ubuntu; therefore the ideal candidate has interest or experience with one or more of these. If you have experience or are willing to learn about LXD, Snaps, MAAS, Juju and Ubuntu, this team is the best starting point.

    A Dedicated Support Engineer must be a self-motivating and self-managing person who can learn complex technologies quickly. You will be embedded within the customer team and be accountable for providing an outstanding technical support experience to our customer.

    Each day you will have to make judgment calls regarding your ticket queue, prioritising it to maximise your effectiveness while setting aside time to learn about our new products and technologies.

    If working with some of the smartest people in the industry sounds appealing, and if you like to dig into the code, Canonical might be the place you are looking for! 

    Job Role:

    • You are the front lines of architecture, development, coding, operations, cloud health and the customer’s experience with Canonical Support
    • TCP/IP networking, libvirt/KVM virtualization and core Linux operating system skills are a must-have in the course of discussing detailed architecture, guiding customers to successful infrastructure operations. 
    • Direct/Concise line of communication with customer stakeholders and teams inside of Canonical
    • Technically assist with change requests
    • Delivery management (SOW, change requests, software engineering/building features from scratch)
    • You will also participate in various training sessions, team gatherings and company events

    Requirements:

    • BA/BS degree in Computer Science or a related technical field
    • Development experience
    • Demonstrable experience in at least one of the following programming languages - C, Python or Go and contribution to open source projects in the cloud or devices area
    • Excellent communication skills and presentability
    • High motivation, ability to multi-task and follow-up reliably on commitments
    • Interest in customer-facing engagement, including demonstrating and understanding customer environment and needs
    • Ability to travel globally for periods up to two weeks; overall 20% travel time
  • Who we are
    Sketch is an award-winning Mac application that helps over one million designers create amazing products everyday. Our distributed team of three Community Managers provide support both online and in-person to hundreds of events all over the world each year.

    What we do
    In addition to event sponsorships, the Community Team supports our Sketch Ambassadors – a network of 100+ passionate volunteers across the world that organize local design communities. We create resources to ease their workload, provide giveaways to enhance their events, and produce educational content to grow their knowledge of Sketch. We are constantly looking for new ways to help our Ambassadors build an inclusive, sustainable community with Sketch at its center.

    What you'll do
    You’ll be responsible for engaging with the community of Sketch Ambassadors, both online and offline. You’ll be connecting with Ambassadors online through Slack and email, coordinating support, answering questions and helping solve their pain points.
    Offline, you’ll be organizing official Sketch events — finding speakers, promoting meetups and having an awesome time networking and socializing with attendees. It will be your responsibility to foster and build relationships with our user base and find creative ways to engage with diverse communities, and get Sketch in front of them.
    You’ll be working closely with our marketing and content team to help shape and drive creative marketing campaigns, source awesome merchandise and recognize sponsorship and partnership opportunities to promote Sketch and our community. You’ll also be responding to demo and training requests, connecting community members with potential customers to offer educational opportunities.
    Finally, the role will include contributing to written, recorded and designed resources to help community organizers more effectively plan events.

    What we're looking for
    This role is right for you if you’re a confident, outgoing and pro-active person who’s excited about coming up with new ideas, and sharing them with new people. The ideal candidate has a background in design and can naturally talk with other designers.
    Our team works remotely and communicates mostly using text, so you will need to have excellent communication skills and written English, be self-motivated, and comfortable working in a remote position.

    Essentials

    • Experience working in a community manager role or as a community organizer
    • Able to work as part of a close-knit team
    • Passionate about the design community
    • Excellent written and verbal communication skills as well as good written and spoken English
    • Strong networking skills and the confidence to speak to anybody
    • Be available to travel and comfortable representing Sketch in a variety of contexts
    • An understanding of Sketch (or other graphic design software)
    • Can provide a portfolio of past events you've organized.

    Bonus points

    • Five years experience working in a community manager role or as a community organizer
    • Design and marketing skills
    • Experience working with merchandise vendors and printers
    • Interest or background in user/market research
    • Experience working with Mailchimp
    • Experience working with Notion.
    • Even if you’re not able to tick all of these boxes, we would still love to hear from you.
    Even if you're not able to tick all of these boxes, we would still love to hear from you.
  • 4 days ago

    🚀 Who are we?

    Grip is the world’s leading AI-powered event networking solution based in London, UK. We empower professionals with quality business interactions at events across the globe.

    At its core, our proprietary technology drives intelligent recommendations through Grip’s self-learning matchmaking engine. As a multi-award-winning global leader in AI-powered tech, we pride ourselves in being real innovators in professional matchmaking.

    We work with the biggest and most exciting event organizers in the world, such as UBM, ITE, Reed Exhibitions, Amazon, ING Bank, The Guardian and many others. We operate in 30+ countries, AI-power 500+ events and hold several awards for our technology.

    Our backers are well-known investor heavyweights, such as Brent Hoberman (CEO and Founder at Lastminute.com, Made.com, Founders Factory), Arnaud Massenet (Co-Founder at Net-a-Porter) and David Helgason (Founder at Unity Technologies).

    To achieve our business goals and accelerate our adoption in the United States, we are looking for a Customer Success Manager to join our launch team (You and Director of Sales) in the US.

    🚀 About the position:

    Working as the first US-Based Customer Success Manager at Grip will mean that you're responsible for providing our North American - clients (event organisers) with an excellent customer experience while delivering an outstanding implementation of the Grip Event Networking Solution at their event.

    This means regular meetings to train clients on our platform, providing them with regular status updates as well as sharing best practices to maximise success. Furthermore, you will occasionally travel and attend events to provide onsite support and representing the Grip brand.

    We're building a remote team in the United States, but our strong preference is for candidates on the East Coast for greater overlap with London, UK.

    🚀 Core Responsibilities:

    • Work with the wider Project Delivery team on assigned clients to ensure successful event delivery. Monitoring of delivery plans, status reporting of progress and escalation to the manager and/or team when necessary.

    • Follow up with customers when necessary to ensure am outstanding customer experience is provided resulting in up-sell and cross-sell opportunities as well as an excellent renewal rate.

    • Develop and maintain effective customer relationships at mid-level management to grow accounts and feed potential leads back to the sales team.

    • Maintain a full understanding of the Grip products to ensure top quality assistance for our clients.

    • Represent the brand. As the voice of Grip, you’ll always provide an engaging, positive, vibrant and extraordinary customer experience.

    • Supporting the client with understanding their requirements, collecting data, delivering analysis and problem resolution.

    • Things move pretty fast at Grip so, although your role will be focussed on keeping our clients happy, it's likely you'll end up wearing quite a few hats and gaining experience across a variety responsibilities.

    🚀Experience and Skills

    • Ambitious, adept at managing multiple tasks simultaneously, well-organised and dependable. Can be relied on to uphold responsibilities assigned.

    • Relevant work experience in a technology environment, with a history of successfully managing stakeholders in a business environment.

    • Attention to detail, with the ability to understand concepts and situations within the customer success cycle to guarantee its success.

    • Precise written and verbal communication skills in English, with great interpersonal skills.

    • Strong cross-team/group/organisation collaboration skills. Liaising at all levels of management, both internally and externally.

    • Experience in handling customer complaints/customer care and working with internal teams to resolve issues.

    🚀 Grip Benefits

    • Opportunity to take lead in shaping an entire industry through AI.

    • Competitive bonus on up-selling, renewal rate and opportunities generated through Inside Sales.

    • A world-class team of sales, operations and engineering.

    • Travel to world-class events with all expenses paid.

    • Bi-monthly outside work activities.

    • Kind, fun and ambitious company culture.

  • Overview

    With over 10,000 online merchants launching subscriptions and over 1,000,000 subscribers powered by ReCharge we're processing tens of millions of dollars in sales every week. Our mission ‘making repeat orders easier for everyone' began four years ago as a bootstrapped startup and today we're at the forefront of recurring billing software with over 100 remote-first employees around the globe.

    In a Technical Customer Support role based remotely for our Customer Success team, you’ll be responsible for supporting our customers and delivering a world-class support experience. You’ll work closely with store owners to troubleshoot and resolve issues via email, chat, and occasional phone calls.

    What You'll Do

    • Live by and champion our values: #ownership, #empathy, #simple-solutions.
    • Use your technical expertise and customer service skills to resolve questions and issues for our online merchants
    • Communicate clearly in writing to both technical and non-technical people
    • Document and build new tools to improve support flows
    • Identify patterns, recommend improvements, and filter out unimportant issues
    • Author documentation for our customer-facing Help Center
    • Assist with successful on-boarding of new customers

    What You'll Bring

    • 2+ years of experience in technical customer support at a SaaS company, or similar
    • Proficiency with a ticketing technology platform: i.e. HelpScout, Zendesk preferred
    • Resourcefulness: you'll figure out what needs to be done, and you find ways to make it happen
    • A passion for problem solving: an excitement for a tricky problem or a new challenge
    • A sense of urgency and a satisfaction from going above and beyond to provide solutions
    • An exceptional eye for detail and excellent organizational and communication skills
    • Ability to work remotely and desire to make an impact at a boot-strapped start-up
    • Excellent customer service and English fluency (written and spoken)
    • A ‘winning as a team’ attitude and a polite, patient, caring, calm and professional demeanor 
    • Basic knowledge of HTML, CSS, Javascript (knowledge of other programming languages a plus)
    • Ability to work flexible shifts

    ReCharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. ReCharge Payments prohibits any form of workplace harassment. 

  • Kraken (North America (EST))
    1 week ago
    About Kraken

    Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion.  Founded in 2011 and with over 4 million clients, Kraken is one of the world's largest, most successful bitcoin exchanges and we're growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets.  We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent. Let's change the way the world thinks about money! Join the revolution!

    About the Role

    This is a fully remote role, we will consider applicants based in North America.

    Our ideal candidate is a self-starter, enjoys complex and ambiguous technical issues, has a keenness for problem solving, is able to see the bigger perspective and provide expert insights into business solutions, and above all, is immensely passionate and diligent about about technology and data security. If our words have struck the right chord with you and you are up for another challenging yet exciting career opportunity, we would certainly like to meet you!

    Our technology team is having a blast while delivering the most sophisticated crypto-trading platform out there. Help us continue to define and lead the industry.

    Responsibilities

    • Maintain the complicated relationship that our global employees have with the devices and/or technology they interact with on a daily basis (in order to do their jobs and get work done)
    • Help team members by solving computer, mobile device, application and access issues to allow them to work effectively
    • Answer team members' questions efficiently to strive for optimized productivity and possess the know-how and experience needed to aid team members use common workplace devices, tools, applications and services

    Requirements

    • An individual with 1-3 years experience working in an independent IT Support role.
    • A go-to person for “all things IT or technical” (e.g., troubleshooting a broken scanner that has repeatedly stumped the office manager, explaining the detailed steps required to encrypt email or discussing the importance of encrypting communications to a less tech-savvy individual).
    • You understand the importance of IT and security best practices .
    • You love people and working with people and enjoy helping team members to work effectively, securely and happily.
    • You understand the importance of computer systems and applications working effectively to increase productivity.
    • You can communicate clearly in written forms of communication such as email, chat, and ticket updates. 

    24/7/365

    • The ideal candidate will live in the Eastern Time Zone (EST) and be 100% available during the core working hours of 9AM until 6PM
    • Depending on the particular support situation, there will at times be work needed outside of the core working hours for this position, including mornings, evenings and weekends. 
    • You need to work with a large geographically dispersed team consisting of people possessing a broad understanding of and comfort with technology.
    • This role may require the ability to travel. For this reason, a valid passport will be mandatory.
    We’re powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.

    Check out all our open roles at https://jobs.lever.co/kraken. We’re excited to see what you’re made of.  
  • Because you belong at Twilio

    The Who, What, Where and Why

    We are looking for an experienced leader for our world class Customer Success team. This team is instrumental in ensuring our customers are optimizing their Twilio use cases in the fast growing cloud market.  Customer Success Managers build trusted relationships with customers that ensure successful launches, increase satisfaction, and ultimately drive revenue retention and growth.   

    Who?

    You are passionate about the success and experience of customers and know that the only way to achieve this is by developing and coaching a strong team. You treat your team the same way you want them to treat our customers. You thrive in a customer centric environment. 

    We seek leaders who naturally demonstrate our values, who enjoy challenging problems, empower others to thrive, people who can draw the owl and are not beholden to one playbook. 

    • 10+ Years in a customer facing leadership role 
    • Experience at the VP level leading global teams of scale focused on post-sales success and product enablement for customers.
    • 3+ years experience with a SaaS or other recurring revenue/service business model; experience with a digital communications solution provider such as SMS, email, telecomm, video (preferred) 
    • Strong history of mentorship; you’ve left a legacy of successful and motivated teams.
    • A servant-leader approach to management; you care about your team and their success both as a group and as individuals.
    • Strong operational discipline with an analytical and process-oriented mindset. You take a data-based approach to decision making and assessment.
    • A passion for Customer Engagement and service mentality
    • Excellent communication and presentation skills, both verbal and written
    • Proven record of creating and maintaining business partnerships and relationships
    • Hands on. Passionate. Curious. Persistent. Creative. Fun to work with. Gets things done. High personal productivity; you are a “Do-er” first.

    What?

    Your will lead and scale a best-in-class global Customer Success team and guide them in delivering product and account support to Twilio customers across a multitude of channels and use cases. Improving customer satisfaction and the success of our customers is what drives you on a daily basis.  You will relentlessly pursue opportunities for improvement and implement betterments, collaborating closely with other customer facing groups and internal stakeholders.

    You bring with you a wealth of industry knowledge in your field and the ability to adapt learned best practices to the truly unique environment we have at Twilio. Your mission quite simply is to build a Success organization that is the best in the industry and sets Twilio apart from the rest in our service delivery, as well as our products.

    • Support the organization in the on-boarding and launch of new customers and use cases, accelerating time to revenue for the customer and Twilio
    • Accountable for retaining and growing the revenue for existing Twilio customers. Partner with sales leadership to build strong processes and engagement frameworks that will ultimately grow Twilio revenue while providing an ideal customer experience.
    • Attract and retain high-potential Customer Success leaders globally.
    • Achieve operational excellence by continuous measurement and communication of metrics to the team and leadership. 
    • Standardize CSM customer engagement and measure its impact at each stage of the customer lifecycle.
    • Identify opportunities for continuous improvement of operations and cross functional collaboration with other internal stakeholders.

    Why?

    Retaining and growing the existing customer base is critical for Twilio’s long-term success. The Customer Success team creates strategic, lasting relationships with our most important clients from the successful onboarding and launch of new customers to the identification of new use cases within existing customers, and ongoing strategic account management that maximizes each customer’s Twilio experience. We only succeed when our customers succeed. The Customer Success team is instrumental in building our customer base and helping businesses improve how they interact with their customers. 

    Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience.  We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

    Where?

    While working remote, you will still enjoy our incredible perks: monthly Kindle book reimbursement, monthly gym reimbursement, unlimited PTO, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.

    About us:

    Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

    Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

  • What if your work had an impact on millions of online shoppers around the world?

    Imagine if you could improve the experience that your friends, family and millions of others have when shopping online, so that each time they purchase a product or service from a brand's website, they feel understood and have a shopping experience that's completely personalized for them and their needs.

    That's what we're trying to do here at ConvertFlow.

    The challenge is the marketers, who are in charge of creating those tailored shopping experiences, are limited technically. Running promotions and launching personalized experiences on their websites requires ridiculous amounts of time spent coding or waiting on developers.

    As ConvertFlow's Customer Onboarding Specialist, you'll be able to help thousands of marketing teams use a platform that eliminates their need to code, unlocks their performance and gives them the power to create personalized shopping experiences online, as well as drive massive growth for the companies they work with.

    At the same time, with the insights you gain from working closely with these marketers, you'll be able to help shape product direction, help shape what features get built, author educational content, as well as help make the platform they use an even more powerful part of their workflow.

    Since launching at Techstars Chicago in 2016, ConvertFlow has quickly grown to a passionate community of about 5,000 marketing teams, entrepreneurs and agencies. Providing top-notch customer service has been part of our culture since day one. See some of our customer reviews on Product Hunt.

    We need your help to scale ConvertFlow's customer experience and take it to the next level, on the journey to becoming an industry leader.

    Why this role?

    1. Work on a product people love that solves real problems: Every hour, up to 60,000 people around the world are engaging with personalized campaigns crafted in ConvertFlow by marketers at small businesses and agencies, as well as marketing teams at fast-growing technology and ecommerce companies, who no longer have to code or wait on developers.
    2. Meaningfully shape that product: Everyone on our support team doubles as a UX researcher, helping us understand and serve our users better. Your voice carries the most weight when we decide what to build next.
    3. Join us at a special time: We're a startup team serving thousands of enthusiastic marketers and running a profitable company. Thankfully, we're in a fast-growing market, where our customers pay the bills and fund most of our growth. This give us the opportunity to grow thoughtfully, rely less on investors, take big swings and focus on serving our customers above all. We also have the privilege of being a Techstars-backed startup, which means we're able to access world-class startup resources, industry experts and mentorship when needed to help us grow.
    4. Gain new skills fast. Because we're a lean and fast-moving team, we all take on many different roles that are new to us, whether that's writing, UX design, creating new processes, systems and more. Though this role's title says "specialist", as an early team member, you'll be wearing lots of hats and learning new skills fast. Your mind, abilities, and understanding of what it takes to grow a startup will expand every day.

    About ConvertFlow

    We're on a mission to help companies thrive by giving marketers the superpowers they need to drive massive growth.

    ConvertFlow is the all-in-one platform for converting website visitors. With our platform, marketers can create, personalize and launch campaigns across their website that generate customers and grow revenue. Today, about 5,000 marketing teams use ConvertFlow to take campaigns from idea to launch, without coding. This includes small business entrepreneurs and agencies who want to execute like a team twice their size, as well as marketing teams at enterprise companies that want to launch campaigns with the speed and agility of a startup.

    Life at ConvertFlow

    We're a team that loves great marketing, design and products that make our lives easier. We're building ConvertFlow as a distributed company. This means working together online, outside of a central office, is our default.

    We collaborate on projects using Notion. Most team communication happens over Slack, and meetings are done via Hangouts or Slack video calls.

    Being a distributed company gives us the freedom to work where we are most comfortable, as well as optimize our own schedules around a healthy routine, focused work and work/life balance.

    Requirements

    About this role

    So, what will you do as ConvertFlow's Customer Onboarding Specialist?

    This is a full-time role. As ConvertFlow's Customer Onboarding Specialist, you'll help ConvertFlow and its customers succeed through the following...

    Improve user activation and feature adoption:

    • Help our users accomplish their goals with ConvertFlow. We use Intercom to answer questions, provide guidance, and collect feedback via live chat and email.
    • Organize customer feedback for the team and champion the customer's voice. We take this extremely seriously and rely on the customer feedback-loop to shape product direction and roadmap.
    • Create product guides, documentation and video tutorials (like this one) that educate people about features and what they can do to get more out of ConvertFlow.
    • Host public & private demos, webinars, and training with leads and customers periodically.
    • Help our team understand how releases of new features went, how they were adopted by users and how to potentially improve future releases.
    • Create and continuously update our knowledge base, so self-servicing customers can figure out how to achieve outcomes on their own.
    • Design a system for measuring customer health and process for engaging new users to ensure they get value and see “success” with ConvertFlow.

    Improve user retention and reduce customer churn/cancellation rate:

    • Help customers with technical integrations and troubleshooting to quickly identify the source of customer issues.
    • Proactively reach out to high-value customers. You'll regularly connect with multiple points-of-contact at their company to identify their goals, advise them on more effective product usage, solicit feedback, and align them with future goals.
    • Reach out to “likely to cancel” customers to help them get value from ConvertFlow.
    • Engage with canceling customers and design systems for improving "win-back" followup.
    • Improve workflow for tracking bugs, feature requests, and better ways to improve our support processes.
    • Relay bugs to developers and keep customers updated while our team prioritizes and releases bug fixes.

    You might be a good fit if...

    • You have strong writing skills in English — both short form (messaging) and long form (product guides). You pay attention to details and love to get creative with words.
    • You're patient, warm, and organized in your thinking. Empathy is key.
    • You're curious about people and problems. You're a good listener who's naturally interested to dig in, ideate, and find solutions.
    • You want to get into UX research, product ops, or marketing at some point in your career.
    • Have previous experience in a customer success role, technical support or in managing client relationships.
    • You're excited by the idea of guiding people to execute their ideas using a powerful product, and seeing the massive impact your guidance can have on a company's marketing results and growth overtime.
    • You actually enjoy troubleshooting problems and overcoming technical and non-technical challenges.
    • You have experience working remotely and managing your own schedule.
    • Are based in the US and can work 9AM-5PM Eastern timezone.

    Bonus points for the following...

    • You have experience using popular email marketing tools like MailChimp, HubSpot or Infusionsoft.
    • You have experience using a popular CMS like Wordpress or Shopify.
    • You have experience with basic HTML and CSS, website themes and plugins.
    • You're enticed by the eventual opportunity to manage a team.
    • You're based in the South Florida area.

    Benefits

    Benefits:

    • Work remotely
    • Work with a startup team that's ambitious and punches above its weight.
    • Flexible vacation time
    • Culture of learning and development with a training allowance
    • Flexible work schedule
    • Monthly co-working stipend
    • Competitive salary
  • 2 weeks ago
    Mattermost, one of Y Combinator's top 100 companies, provides an open source enterprise-grade messaging platform to the world’s leading organizations that allows teams to collaborate securely and privately anywhere. With over 10,000 server downloads / month our customers include Uber, Samsung, Affirm, The US Department of Defense and more. Our private cloud solutions offer secure, configurable, highly-scalable messaging across web, phone and PC with archiving, search, and deep integrations with hundreds of SaaS and on-premises technologies. Headquartered in Palo Alto, California, our company serves customers around the world with a distributed organization spanning the globe.

    We value high impact work, ownership, self-awareness and being focused on customer success. If these values match who you are, we hope you'll learn more about working at Mattermost and come talk to us!

    About the company

    We believe teams should be able to do their best work without compromising on privacy and security. With data breaches in SaaS services happening more often than ever, our private cloud solutions let organizations keep their data under their control.

    Collaboratively developed by over 1,000 contributors, our flagship product is an open source messaging platform used in enterprises all over the world. With customers such as Uber, Intel, and Samsung, the work you do here will impact thousands of organizations every day.

    About the Role

    We are looking for a Community Manager to join us in growing a thriving community of users and contributors as the “tribe of Mattermost”.
    Our ideal candidate is passionate about working with communities, is able to focus on high impact projects with multiple competing priorities, and has a demonstrated history of building open source communities.


    Responsibilities

    • Grow contributions by creating a clear, compelling and enjoyable contributor journey.
    • Prioritize work that drives improvements on key community KPIs.
    • Empower community to create an ecosystem of high-quality, open-source, community-built integrations and plugins in the marketplace.
    • Participate in other communities and platforms to help foster collaboration and relationships across communities and organizations.
    • Build relationships and alliances within the industry and community, virtually and in-person, to increase reach of the Mattermost brand.
    • Represent Mattermost  as a spokesperson at conferences and events, and within external communities.
    • Run powerful social media, events, and other outward facing efforts that will grow our customer, community, and user base.


    Requirements:

    • 5+ years of experience participating in and building communities.
    • Technical background with ability to set up integrations and offer tips and best practices across the community.
    • Facilitation of complex and sensitive community management situations with empathy, authenticity and good judgment.
    • Independent, with ability to manage multiple competing priorities.


    Pluses:

    • Experience leading community management programs in open source or otherwise technical in nature.
    • Existing network from a diverse set of communities and social media platforms.
    • Software development capabilities and experience.
    • Public speaking, blogging, and content development.
    We're looking for someone who wants to help us build the future of Mattermost and improve the way the world communicates. The right person in this role has the opportunity to have a huge impact on Mattermost the product, and its many users worldwide, but also on our open source community that has been key to Mattermost's success. If this sounds like you - please apply!
  • 2 weeks ago

    We are: Shogun, a page builder and optimization platform for eCommerce stores. We have thousands of active users, and we’re backed by some awesome investors, including Y Combinator.

    We are looking for a Customer Success Specialist to join our team. As a branch of our support team, you'll reach out to new users in their first few days to help take user experience from good to amazing! You'll identify customers' goals, work to proactively answer any questions that come up, and educate users on how to get the most out of our software.

    Responsibilities:

    • Proactive Outreach: Welcome new users to Shogun. We use Intercom and Front to communicate with active users.

    • Account Analysis: Identify churn risks and opportunities to boost retention & growth.

    • Boost Retention: Help customers accomplish their goals with Shogun Page Builder. Introduce them to features that will benefit their conversions and productivity.

    • Troubleshooting: Help users overcome their difficulties with the software, while escalating major issues to technical support.

    • Communication: Collaborate with the rest of the team on ideas for improving retention and the user experience through amazing support, outreach, and education.

    • Maintaining Coverage: Maximize outreach by covering certain “time blocks,” during which you will be on live chat and email communicating with users.

    Requirements:

    • 3+ years of experience doing customer support for a USA based tech company, ideally a software company.

    • Excellent communication and writing skills. Absolute fluency in English is required.

    • Have a great attitude and desire to help people :)

    • Flexibility with working odd hours on a set schedule

    • Stable high-speed internet connection and web camera (for weekly team meetings and user training sessions)

    • Experience building a website with Wix, Squarespace, WordPress, Weebly, etc. is great!

    • Knowledge of Shopify is excellent!

    • Basic understanding of HTML and CSS is amazing :)

    NOTE: This position is for a full-time remote position. We have a fully distributed global team. 

  • Looking to join an amazing Customer Success team?

    We’re looking for an amazing individual to join our technical support team. For this position, we want a true champion: a well-rounded person able to provide our clients with technical support, as well as answer any onboarding questions. Your ultimate goal is to help our clients succeed by proactively providing them with all the technical know-how.

    Uscreen is an amazingly diverse, fast developing video monetization platform and the person joining us will play a pivotal role in our growth. This is a fast-developing industry, and our support champ will need to know every detail about our platform.

    Our team is incredibly smart, passionate, supportive, skilled, open to learning and constantly developing. We’re looking for someone who can match that energy.

    About the role:

    This is a customer facing role: you will be one of the first points of contact for our clients in order to help them set up their account. From basic items, like video uploads and answering a variety of questions, to more advanced technical issues, like domain name setup / CNAME setup and installing SSLs, you will be providing rounded technical support for both new and existing Uscreen clients. It’ll be your responsibility and goal to provide our clients with solid answers and on-point guidelines that will help them have the smoothest experience possible.

    We are looking for someone reliable and eager to work with us long-term. This is a full-time remote position, and is not suited for a digital nomad lifestyle. We require a steady internet connection and a mandatory overlap of working hours with the rest of the team.

    In this role, you will wear a few different hats, including:

    • Working in the ticket queue to assist customers with technical support requests.

    • Being the go to person for all technical requirements related to support and the platform.

    • Working with dev team incase of bugs and Tier 2 tickets.

    • Helping customers with setup and on boarding as needed to help them with the initial few steps of the platform setup via phone and email.

    Requirements:

    Must have:

    • 2+ years in Customer Support or similar

    • Experience in SaaS

    • Experience working with HTML

    • A fully functioning workstation and a quiet place to work (with their own laptop)

    Must be:

    • Quick to learn and able to understand our platform as well as the video and OTT industry

    • Able to work independently

    • Native or near-native English speaker (North American accent is a plus but not a requirement)

    • Overall a nice person 🙂

    Our ideal candidate will also have:

    • Experience working with Zendesk or similar

    • Good communication skills, both written and verbal

    Benefits:

    • Join an amazing, creative and motivated team

    • Work from anywhere (OK, almost anywhere…), as long as you have regular overlap with Eastern Time business hours and can schedule overlap with Pacific Time business hours when needed for customer calls.

    • 20 paid days off per year (eligible after the first 6 months with the company)

    • Budget for personal development

    How to apply:

    • Click on the Apply Button and fill in the form 

    • We review the applications and email candidates who qualify for the second round

    • The qualified candidates will be asked to do a test task: usually a video of yourself answering a few questions

    • After we review the submissions, we will organize a Skype interview with the successful candidates

  • MyWiFi Networks is looking for a Partner Success Manager to oversee and address our customers’ technical and platform sales needs. You will provide product knowledge, sales strategy and coaching after the point of sale, ensuring customer satisfaction. You should be a tech-savvy professional, able to explain technical details and requirements to a non-technical audience. You should also be results-driven and aspire to achieve specific goals. Ultimately, you should be able to provide technical, product and business knowledge to support the sales process and strengthen customer relationships.

    Responsibilities

    • Perform online training webinars that demo the platform and address customer questions;

    • Coach new and existing customers on the capabilities and best practices of the MyWiFi platform;

    • Conduct online training sessions to support current reseller agency client base;

    • Perform online training webinars that demo the platform and address customer questions;

    • As a product application expert, develop and communicate simple solutions to clients;

    • Manage new large account pilots, cloud controller setups and support requests;

    • Communicate with partners through our various phone, email, chat and social channels;

    • Build repeatable automation flows to streamline onboarding and product usage;

    • Help optimize the sales process, set appropriate metrics for sales and onboarding;

    • Establish executive level, long term customer relationships for future sales opportunities;

    • Provide market feedback to the company leadership regarding competitive offerings, prospect needs and generate product development ideas;

    • Travel for in-person meetings and trade shows with partners to develop key relationships;

    • Hire and train additional sales and customer success staff as the need arises;

    • Act as a Project Manager to lead key internal client installations, when required;

    • Other sales and client success tasks working closely with the CEO.

    Requirements

    • Proven work experience as a Technical account manager;

    • Solid technical background with hands-on experience in digital technologies;

    • Familiarity with software and front-end development

    • An ability to grasp customers’ needs and suggest timely solutions;

    • Excellent verbal and written communication skills;

    • Strong analytical and problem-solving skills;

    • BSc degree in Computer Science or relevant field.

  • Rotunda Software (US (selected states))
    2 weeks ago

    This is a remote position open to fluent English speakers living in California, Illinois, Indiana, Kentucky, Michigan, New York, or Virginia.

    Rotunda Software is a small, profitable technology company focused on helping people do good things. We have two very sticky software products that customers LOVE and a new solution with a bright future. Our highly collaborative team works remotely, is spread out over eight states and two continents, and our unique culture is rooted in a set of shared values (workable.com/nr?l=https://www.rotundasoftware.com/values) .

    We are looking for a Client Service Specialist to join our team in providing stellar customer support to help organizations schedule, connect, and grow their volunteer base. You will be responsible for assisting clients in setting up the software and handling technical and customer service-related questions. This includes educating users on how the program works, making setup recommendations based on their needs, and finding and reporting bugs.

    In addition, you will be part of the beta testing team which is responsible for testing new features and ensuring they are bug free. Side projects may include -- but are not limited to -- producing webinars, creating documentation, and working closely with the marketing team on creating content. You are encouraged to propose new side projects based on your interests.

    Requirements

    • Listen carefully

    • Think critically

    • Read between the lines and interpret a customers needs

    • Communicate complex thoughts and solutions

    • Communicate clearly both verbally and in writing

    • Think and respond to issues quickly and with confidence

    • Enjoy talking to and helping people

    • Learn new technology easily

    • Pay close attention to detail

    • Follow through on tasks to the end

    Our support is highly customized. This position is best suited for someone who enjoys brain teasers and isn't afraid to do some digging to help clients get the best possible results.

    Although you will contribute throughout the company, we are hiring someone who is excited to be on the front lines of providing stellar support. This means listening, sympathizing, being patient, and encouraging users -- many of whom are not tech savvy. It also means getting creative to solve unique problems.

    Benefits

    • Meaningful work in a service-focused environment

    • Big challenges with favorable circumstances

    • $35 - $50K salary

    • Stability (Rotunda has been self funded and profitable for over 15 years)

    • Work-life balance

    • Dedicated, professional co-workers free of ego issues

    • Annual retreats (past destinations include Uruguay, Mexico, Costa Rica, and Nicaragua)

    • 401(k) Profit Sharing Plan

    • Health insurance reimbursement

    • Paid sabbatical program

  • 2 weeks ago

    About Typeform

    Founded circa 2012 in Barcelona, Typeform was founded by two designers: David Okuniev and Robert Muñoz. Their mission? Make online forms a little more human. Today, Typeform works on the future of online forms. Powering your brand’s interactions with beautifully designed, professional-looking online forms that people just love. Create forms, surveys, quizzes (and so much more) to grow your audience, improve just about anything, and validate (or invalidate) your best ideas.

    The most important interaction on the web is the exchange of information between a brand and its audience. And that exchange usually happens through online forms. We believe that even a utility like online forms should be remarkable. Our customers say they get more answers from their audience and even the occasional compliment. Make every interaction count.

    Typeform is a team of over 200 people representing 30 countries. We have offices in Barcelona, Spain and in San Francisco, United States.

    About the Role

    Are you a natural troubleshooter, always looking to solve the next problem? Do you care about creating a remarkable customer experience? Are you a strong communicator and quick thinker? Are you fluent in both English and Spanish? Would your friends describe you as smart, humble, or empathetic? If so, it’s time we talked.

    “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ~Maya Angelou

    Typeform is making online data collection more and more conversational, and we’re growing fast. We’re looking for a passionate and inspired Customer Advocate to join us in our Barcelona office. Your mission? Give customers the best support humanly possible.

    We’re looking for passionate and self-motivated Customer Advocates to join our team remote team based in the US (Arizona or Florida). Your responsibilities will include: 

    • Respond to user inquiries via email, instant chat, and social media channels. (Other channels, such as Skype and phone, might be needed in the future.)

    • Develop and maintain long-term relationships with people who use Typeform

    • Be a Typeform guru. Train, guide, and inspire users to get the most out of our platform

    • Troubleshoot and report issues in the platform, help prioritize them, and craft alternative solutions or workarounds for premium users

    • Follow best practices in data collection, tagging, and tracking

    • Delight our customers with the best quality answers aiming at pushing the high level standards of customer satisfaction 

    • Be a team player and constantly provide feedback about new feature requests, pain points, etc

    • Work closely with other teams such as marketing, product, and engineering to provide the best service and help us grow

    • Help out with other duties in the Customer Success team such as contributing to department level OKR’s

    What we are looking for 

    • You are based in the US

    • You have 2+ years of experience in customer support 

    • Knowledge of Typeform at end-user level (we’ll turn you into a guru when you join us).

    • Strong communication skills, and fluency in verbal and written English and Spanish.

    • Ability to diagnose and solve problems with varying complexity, focusing on the customer’s needs.

    • Organized, self-motivated, and detail-oriented.

    • Ability to prioritize, multi-task, and perform effectively under pressure.

    • Team player with demonstrated ability to execute across a cross-functional team.

    • Schedule flexibility. Availability to work on weekends or bank holidays would be a plus.

    • Demonstrated ability to show empathy and take ownership of customer queries providing the best answers to our users

    • You have experience working with these platforms: Customer Support or CRM platforms (for instance, Zendesk or Freshdesk)

    These would be great:

    • You worked with integrations and API

    • You’ve worked in SaaS or tech startup

    • You’ve worked in an Agile environment

    Think you’re a good fit? Hit apply—success might be just around the corner ;-)

    *Today, more than 2.5M people from all over the world use Typeform. We celebrate the diversity of our customer base, and we want our employees to reflect those differences. At Typeform, we’re committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We strive to be a more equal opportunity workplace.

  • 3 weeks ago

    Description

    Our Customer Champions work to put a real life smile on customers' faces by responding virtually to their questions and concerns via email and live chat. We believe that fast, accurate, personal replies to cries for help make customers happy and loyal.

    We hold ourselves to high standards; Our current goal is an initial, personal, response to customers within an hour. Champions typically respond to 40+ emails/live chats in a standard shift. Champions connect customers to development by reporting quirky bugs, detailing suggestions, and explaining any unclear portions of the app.

    We work as a virtual family from all over the US, staying in regular contact through Basecamp, Google Meet, and in-person gatherings. We share feedback, encourage each other to reach personal and professional milestones, and turn mistakes into opportunities for learning.

    We value clear communication, open-mindedness, enthusiasm for reaching lofty goals, and the ability to anticipate and solve problems.

    Requirements

    If this feels good so far keep reading and see if you shout “yes!” to the points below.

    • You are the person who loves to help. You reach down and pick up the clothing that has fallen off the hanger as you shop. Looking for ways to improve the space you are in comes as second nature.

    • Have customer service experience. When a customer isn't feeling the love, you are able to turn things around. A customer saying "you solved my problem!" makes you do a little dance.

    • You are a bulldog. When a customer has a problem, you will not let up until it is solved. Engaging with teams across the organization you will use critical thinking skills to solve the problem all while keeping the customer informed.

    • Are excited about working remotely, communicating often with colleagues but rarely face-to-face. Not going out in the sun, rain, sleet and snow is appealing! You are experienced using virtual communication, collaboration, scheduling and design tools to stay connected. Anyone in the US can apply!

    • You pay attention to details. Customers often write emails that are a bit confusing. You pay attention to the details and context clues to determine what they need. If you are truly detail oriented and thorough, you will work "Island Blue" into your answer somehow when we ask about your favorite color.

    • You speak and write excellent English. (Bonus if you are conversational in any other languages).

    • Love working on a computer and have strong computer skills; Including working knowledge of spreadsheets in order to research data discrepancies (sorting columns, summing columns, moving data between worksheets, etc) and the ability to troubleshoot printers remotely. You will be spending your entire day behind a computer so you need to love it!

    • Love to shop on Amazon. (Big Big bonus if you have experience selling on Amazon).

    • Love connecting with Customers personally. 1:1 demonstrations, assisting with exciting webinars, and being a passionate presence at out of town conferences may be a part of your duties. It is crucial that this not only falls in your comfort wheelhouse, but that you are excited about it!

    • Flexible availability. We are hiring for two different shifts. The first position will be working full time on Mondays, and Thursday - Saturday; 12:00pm-10:00pm EST (10 hour days, 4 days a week). The second position will be working full time Friday - Monday; 8:00am-6:00pm EST (10 hour days, 4 days a week). Your schedule will generally be set, but there are times it could need to be temporarily adjusted for coverage purposes, so flexibility is a huge plus! Any US timezone is acceptable.

    • Ability to occasionally travel. Day to day work is all virtual, but initial training will require you to be able to travel to your trainer for 4-5 days on two occasions. Also, you may be selected to represent our company at an out of town conference - all company paid, of course! Being virtual is awesome, but it's also fun to get out in the world :)

    Is your hand waving in the air and are you saying “Pick Me, Pick Me”? If so, please apply below. We would love to speak with you further!

    Benefits

    Benefits currently include a starting salary between $33k-$35k/year, the technology you need to be successful, 8 paid holidays, paid time off, remote work, Health/Vision/Dental insurance options, 401K with company match, Health and Fitness Reimbursement, a Home Office Allowance to customize your workspace, and working with awesome people (we aren't biased at all).

  • More and more companies are using GitHub Enterprise, so the support team is growing. When our customers have problems, they contact us and it is our goal to help them as quickly and awesomely as possible. We're looking for Enterprise Support Engineers, in our Europe region, to support our GitHub Enterprise product installed and managed in the customer's virtualization environment.

    Your main responsibility will be to work with our customers via web interface, email, phone and chat to solve support tickets. Tickets are usually opened by internal system administrators, and can include investigating load or networking issues, debugging application errors, and discussing feature requests. You'll also work with our engineering team to prioritize issues and development, and our documentation team to improve customer-facing resources. You don’t need to be a Git expert, but you do need to have technical experience and a passion for helping people.

    The position reports to an Enterprise Support Manager and works closely with other teams and leaders across the company.

    GitHub works remotely and asynchronously as much as possible. While this role does not require you to live near our office, it will require some travel to meet with co-workers or attend company events. Please review our Where We Can Hire page to see which countries apply. 

    This role may require working non-standard working hours, including weekends and holidays.

    Responsibilities:

    • Solve complex customer support tickets often involving Linux servers, source code, and web application issues

    • Effectively communicate technical information to customers and engineering groups at GitHub

    • Work proactively with customers on activities such as coordinating upgrades, communicating upcoming features, and ensuring their installation is running smoothly

    • Identify bugs and improvements in the GitHub Enterprise codebase

    • Manage urgent customer outages during business hours

    Minimum Qualifications:

    • General understanding of how modern web applications work

    • Prior experience providing technical support

    • Excellent problem solving skills

    • Familiarity with some flavor of production-level virtual machine (e.g., VMware ESX, Xen, KVM)

    • Enthusiasm for working directly with customers

    • Stellar English and grammar skills

    Preferred Qualifications:

    • Worked closely with large complex customer accounts

    • Familiarity with Git and GitHub

    • Experience with phone support

    • Ability to look through and understand code (Ruby / Bash)

    • Previous experience as a Linux System Administrator

    • Previous experience providing on-site consulting or professional services

    Who We Are:

    GitHub is the developer company. Over 36 million people use GitHub to build amazing things together across 100 million repositories. We make it easier for developers to be developers: to work together, to solve challenging problems, to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.

    Leadership Principles:

    • Customer Obsessed

    • Trust by Default

    • Ship to Learn

    • Own the Outcome

    • Growth Mindset

    • Global Product, Global Team

    • Anything is Possible

    • Practice Kindness

    Why You Should Join:

    At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where over half of our Hubbers work, snack, and create daily. The other half of our Hubbers work remotely in 18 countries across the globe.

    We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.

    GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

    Please note that benefits vary by country, if you have any questions, please don't hesitate to ask your Talent Partner.

  • Massachusetts Institute of Technology
    3 weeks ago

    Are you passionate about technology education? We are MIT Horizon, a new initiative within MIT Open Learning committed to supporting MIT’s mission to advance knowledge and educate students in science, technology, and other areas of scholarship that will best serve the nation and the world in the 21st century. Our vision is to educate the global workforce on emerging technologies with MIT’s expert, impartial, update-to-date online library. For more information about MIT Horizon, please visit horizon.mit.edu.

    Purpose Under minimal supervision, manage a portfolio of complex commercial partnerships with senior executives at a variety of large customers including Fortune 500 companies and government organizations. Be responsible for the overall success and satisfaction of our partners, ensuring they realize the full value of the product. Build and manage customer relationships with senior (SVP and VP level) HR and business unit leaders, acting as their trusted advisor by delivering a variety of services including onboarding, engagement support, data analytics reviews and custom curation. Develop these relationships into MIT Horizon champions, while driving opportunities to upsell new licenses and ensure renewals. Interface with all major business functions within the MIT Horizon initiative including marketing, sales and product development.

    WHAT WILL YOU BE RESPONSIBLE FOR?

    • Be responsible for all post-sale customer activities for the MIT Horizon initiative across a portfolio of assigned accounts. Of primary importance are establishing trusted advisor relationships with a wide variety of executives and learning professionals at large companies and government organizations, as well as delivering a variety of services including user and organization onboarding, ongoing engagement support, usage and product reviews, and custom content curation. Be the primary point of contact for customers.

    • Be responsible for all commercial expansions and renewals for a portfolio of MIT Horizon customers.

    • Be an advocate for customer needs within internal MIT Horizon team discussions.

    • Proactively identify account risks and develop mitigation plans (coordinating activities internally within MIT Horizon and external with customers) to resolve.

    • Identify opportunities to optimize and improve customer success workflows and toolset to better serve customers.

    • Participate as an active member of the MIT Horizon core team including close involvement in all customer-facing initiatives, while developing strong internal relationships with members of product, sales, and marketing teams.

    QUALIFICATIONS & SKILLS

    • Education: Advanced degree (MS or MBA) or equivalent.

    • Experience: Five years of relevant experience or equivalent.

    Skills

    • Exceptional interpersonal and communication skills.

    • Proven ability to initiate and develop strong professional relationships with senior business leaders.

    • Proven ability to deliver services and support to large businesses and/or governments.

    • Proven ability to manage expansions and renewals for B2B SaaS products.

    • Proven ability to work independently in an unstructured, startup environment.

  • Sonar is building the future of how businesses communicate with consumers. Customer Success roles at Sonar are critical because we treat our customers as partners and think of ourselves as an extension of their team. Our Success team is in need of a Customer Success Manager who will make it their mission to ensure our partners’ happiness. If you're looking to apply your skills in a fast-paced, exciting environment, this is the place for you. This is a fully remote position.

    Responsibilities:

    • Support our enterprise partners in achieving success

    • Solve technical partner inquiries via messaging, email, and phone calls

    • Run SQL queries while researching partner data

    • Implement programmatic changes to resolve bugs and product shortfalls

    • Keep the Sonar team apprised of feature requests and bugs

    • Help write relevant partner-friendly content (FAQs, Tooltips, Blog Posts, Case Studies)

    • Drive conversion from our trials to paid accounts, and paid accounts to enterprise accounts.

    Competencies:

    • You are humble and love helping others through acts of empathy and compassion.

    • You're curious, love solving complex problems, and aren’t afraid of the unknown. You love to research and problem solve, and are happy learning from engineers on the occasions you need to loop them in for an assist.

    • You love learning about new tech or product features and teaching others how to use it best.

    • You are metrics-driven and detail-oriented, taking pride in ownership to achieve results.

    • You consider every partner issue as an opportunity to build our community and improve our product.

    • You have great communication skills– you're good at explaining complex things in simple terms, and your writing is phenomenal (most communication at Sonar is in written form).

    Requirements:

    • 4+ years of experience in a customer-facing role

    • 1-2 years of experience in a technical support role

    • Proficiency with databases, particularly SQL

    • Experience with CRMs such as Salesforce or Zendesk

    Nice to Have:

    • Software as a Service (SAAS) start-up experience

    • Experience with Ruby

    • Degree in a STEM field of study

    • Remote working experience

    Our Core Values:

    • Empathy for Our Partners: We refer to our users as partners because we consider ourselves an extension of their team. We strongly believe that to be successful together, we should work closely with our partners, building trust through acts of honesty, integrity, and compassion.

    • Continue to Grow: At Sonar, we strive to always be learning, not only to better our company, but also ourselves. Push yourself in ways that might make you uncomfortable. We love to encourage each other in pursuing our own passions and pursuits.

    • Foster a Culture of Positivity: We not only work together, we also care for each other. Finding joy in working with other team members has been a huge reason for Sonar’s success. Celebrate in each other’s wins and feel gratitude during collaborative projects.

    • Diversity of Ideas: It takes a team effort to be the best business-text platform. That’s why we stress the importance of psychological safety. We have an open environment where everyone is welcome and has space for their voices and opinions to be heard and respected.

    • Ownership Mentality: Having an internationally distributed team and remote operations, personal accountability is huge for us. Seek out opportunities to contribute regularly. Feel empowered to innovate and explore new ideas. That’s how Sonar came to be!

    • Balance: Work-life balance is highly regarded at Sonar. Your health comes before work. Spend ample time with family and for reflection, so you can have presence of mind and the most passion for work when the time comes. Enjoy what you do and have fun!

    Benefits:

    • Fully paid health/dental/vision insurance

    • 401k with matching

    • Fully remote work

    • Flexible work schedule

    • Work/life balance

    • Team trips

  • About Abstract

    Abstract is a design workflow platform for teams to version, manage, and collaborate on Sketch files. Since launching in July 2017, over 5,000 design teams across 75 countries have adopted Abstract, including teams from Shopify, Cisco, Intuit, Spotify, Salesforce, Instacart, OpenTable, and more. 

    At Abstract, we are actively working to build a diverse and inclusive organization. Here, diversity includes age, economic class, educational background, ethnic variance, familial status, gender, gender expression, gender identity, marital status, national origin, religious affiliation, sex, sexual orientation, transgender status, or veteran status.

    Abstract is headquartered in San Francisco but many of our teams and roles are remote-first (US-based only at this time). If you have a passion for rolling up your sleeves, building new programs, and have a strong, team-player mentality, we’d love to hear from you!

    We’re excited to add to Abstract’s growing Support team with the role of Support Engineer. With a strong focus on quality, human support, we seek someone who is naturally driven to put the customer’s experience first. Providing efficient, creative, and personalized solutions is at the heart of what we do. You’ll work alongside the Support team and across departments as the voice of the customer to ensure Abstract is continually learning and growing from customer feedback, questions, and technical challenges. 

    What You'll Do:

    • Understand and effectively identify accurate solutions to complex technical issues about our web and desktop applications, Git and Abstract workflows, and our API and SDK  

    • Prioritize, own, and drive customer issues to final resolution

    • Clearly communicate pertinent data and information to our customers and internal Abstract teams

    • Engage with the development and product teams to escalate bugs, solve problems, or obtain missing information

    • Consistently seek and provide proactive support: anticipate customer questions, inform customers of issue alerts, upgrades, product features, and best practices

    • Effectively collaborate cross-functionally to drive customer elation

    • Work with our engineering team to prioritize issues and our documentation team to improve internal and external communications

    • Join a Support team with worldwide customers which may occasionally result in evening, weekend, and/or holiday work

    What You'll Bring: 

    • Professional experience providing human support by personalizing correspondence and establishing a welcoming atmosphere for customers

    • Outstanding fault isolation skills and an insatiable drive to resolve customer issues

    • Experience programming with Ruby, Go, JavaScript, Obj-C, or other languages 

    • Ability to look through various logs for debugging purposes

    • Familiarity or interest with design and creative tools like Sketch and/or Adobe products

    • Familiarity with intermediate network concepts/tools

    • Scaled alongside a support team in a technical or start-up environment, preferably with a SaaS product

    • Excel at working in non-traditional and/or remote work environments

    • Experience with help desk software (e.g. Zendesk, Jira, Salesforce, etc)

    • Experience with version control systems

    Helpful, bonus skills:

    • Web and/or Desktop application development experience

    • Familiarity with Git, SQL, and databases

    • Experience with crafting internal and external facing documentation

    Benefits: 

    • At Abstract, we offer resources that emphasize personal and familial wellbeing. We provide 99% healthcare coverage, including dental, vision, and life insurance. We offer 10 weeks parental leave, unlimited paid-time off, and flexible working arrangements. Additional perks include dependent care and health care FSA as well as commuter benefits for SF office employees.

    • To help employees plan for the future, we're able to offer competitive pay and a 401k.

    • We are a distributed team and we are able to offer US-based remote employment for most roles. We offer travel opportunities for company meetings, team meet-ups, and the occasional conference.

    Notes

    In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Applicants must be currently authorized to work in the United States on a full-time basis; Elastic Projects will not sponsor applicants for work visas. 

     As part of our security protocols, offers are contingent on the successful completion of a background check.

  • Kinsta is a premium managed WordPress hosting provider designed for all types of businesses, small or large. We're the first to be exclusively powered by Google Cloud Platform while utilizing an isolated container system. We believe that constant availability and an outstanding user experience are a must. That’s why we always utilize the latest software and most advanced technology to power our infrastructure.

    Our client base is growing steadily and we’re looking for a competent Support Engineer with exceptional communication skills who can provide enterprise level technical support to our customers via our support system.

    Our support team works with our customers using chat and email (we use Intercom.io exclusively for these purposes). As a Kinsta Support Engineer you will:

    • Take ownership of issues reported by customers and see problems through to resolution.

    • Research, troubleshoot, and identify solutions to resolve customer issues.

    • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

    • Provide prompt and accurate feedback to customers.

    • Monitor uptime and analyze transactions data using third party analytics tools to resolve more advanced issues.

    • Document troubleshooting and problem resolution steps for internal use and to extend our Knowledge Base.

    • This role’s shift need is Monday-Friday 3pm-11pm UTC.

    • Our support team uses UTC for scheduling. For comparison, this specific position’s hours in USA Eastern Time is: Monday-Friday 10am-6pm EST (11am-7pm EDT)

    Requirements

    • The ideal Kinsta Support Engineer is technically-knowledgeable, upbeat, professional, curious, and self-motivated.

    • Excellent support is one of the cornerstones of our business. Our clients have come to expect industry-leading support and it’s our pleasure to deliver that to them. As a result, we’re pretty careful about adding new Support Engineers to our team.

    • We hire Support Engineers with a variety of different areas of expertise – some of us are WordPress developers, others are Linux server gurus, while others are technically-knowledgeable internet generalists who have mastered the art of customer service.

    All of our Engineers must meet the following core requirements:

    • Completely fluent in English with excellent written communication skills.

    • Capable of thriving in a fast-paced and occasionally stressful environment interacting with multiple clients simultaneously while maintaining a professional and friendly tone.

    • Our Support Engineers must know WordPress deeply. All we host is WordPress and we have the best support team in the business (even if we do say so ourselves). While you don’t have to be a full-fledged WordPress developer to be a Kinsta Support Engineer, you do need to know the WordPress database and file/directory structure as well as the wp-config.php file like the back of your hand. Experience with WP-CLI certainly advantageous.

    • A basic understanding of or familiarity with the following technologies: Linux, NGINX, PHP, MySQL/MariaDB, HTML, CSS, JavaScript, DNS, CDN, and caching (object and page).

    • Consummate professionalism: we’re a distributed team and we expect you to act like the professional we know you are. That means being a member of the Kinsta team requires excellent communication, rock-solid reliability, and the drive to bring your best effort to bear on your work every single day.

    • Our Support Engineers deal with a lot more than just WordPress! While you don’t need to be a full-stack developer to fill this role, you will be providing hosting support to full-stack developers, so you do need to be familiar with the full-stack, from Linux web servers to browser dev tools.

    Bonus points:

    • Completely fluent in a second language. Languages we’re currently targeting include: Italian, French, Japanese, Dutch, Portuguese, Swedish, Finnish, Danish, and Norwegian. If you are fluent in one of these languages please highlight this information when you apply!

    • Deep expertise in any (or all!) of the following: WordPress, Linux, NGINX, PHP and MySQL.

    • Experience setting up, managing, and supporting LEMP/LAMP stacks.

    • Prior experience working with customers over chat in a technical role in a fast-paced environment – particularly experience providing live support for web hosting or WordPress products.

    Benefits

    • This is a fully-remote role. The Support Engineer can work from anywhere with reliable broadband internet access.

    • This position offers a great deal of flexibility, responsibility, and opportunity for growth for the right candidate.

    • We always use the latest version of everything: PHP 7.3, NGINX, Ubuntu 18.04, Linux containers, Google Cloud and more, so you’ll be able to work with a bunch of exciting technologies and use them every day!

    If you want to learn more about Kinsta and what it’s like to work for our team, head to our website, Kinsta.com, and look for the About Us link in the footer.

  • Description

    Hello! Are you interested in joining a 100% remote SaaS company dedicated to helping customers streamline organizational processes and be better stewards of their data? Consider applying for open positions at FormAssembly, an enterprise web form creation and collection platform used by some of the largest and most well-known organizations in the world.

    We are a team of collaborators that are passionate about providing the very best to our customers, partners, and stakeholders, internally and externally. We are travelers, artists, athletes, and animal lovers creating an incredibly strong, fully remote team and providing amazing results, no matter where we are. We’re problem solvers and continuous learners who are never afraid of a challenge, and we’re looking to add another amazing member to our Customer Success team.

    As a Success Engineer at FormAssembly you will add direct, undeniable, customer impact by being a technical resource for the Success Team. In this role you will use your technical and people skills to research and engineer solutions for complex customer issues. Here are some more details:

    About the Role:

    • Write code (we’ll help you along the way) to directly help resolve customer issues and improve our product. We happen to use React, PHP, Javascript, and of course some HTML and CSS/Sass too

    • Use JIRA and Salesforce to enter and track bugs and features

    • Help the Support team troubleshoot, research, and resolve complex support cases and issues

    • Work closely with the Engineering team to research and resolve customer issues and relay solutions back to the Customer Success Team

    • Optimize our user’s experience through thorough feature release testing, documentation and process improvements

    • Coordinate and work closely with Customer Success and Engineering Leads to handle technical escalations and support all customers. We support our customers in the most personal and friendly way possible through chat, email, and occasionally phone support

    Requirements

    About You:

    • 2+ years of previous work on a technical or success team, project, or app

    • 2+ years of experience in React.js ( or some other front-end framework like Angular or Vue )

    • 2+ years of Javascript, HTML, and CSS experience

    • Be passionate about adding customer value and helping them resolve their issues

    • Positive and entrepreneurial mindset

    About Us:

    FormAssembly is a leading enterprise data collection platform, built to help organizations streamline processes and drive quality form conversions. At our core, our mission is to help organizations collect, use, and be good stewards of the personal data entrusted to them.

    We work across multiple industries with well-known customers, including Amazon, Aetna, Lenovo, Volvo and others. We have been recognized in the 2018 and 2019 Inc. 5000 lists of fastest growing private companies, and we are a G2 Crowd Winter 2019 Leader.

    If you’re a genuinely nice person who is great to work with, respectful, and who will put the team and our customers first, we’d be thrilled to have you apply for this position. FormAssembly is an equal opportunity employer. If you belong to an under-represented group in tech, you’ll find a welcoming culture that thrives on diversity.

    This is a full-time position, open to all locations (working remotely from home).

    Benefits

    FormAssembly offers several benefits that help to facilitate a healthy team, personal growth, and a work-life balance, all of which contribute to creating a more engaged and passionate workforce. 

    • Health benefits (health, dental, vision) for team members based in the United States

    • 401(k) with 4% company match

    • 4 weeks paid vacation and 9 company holidays

    • Flexible work schedule

    • Paid parental leave

    • Charitable contribution match

    • Budget for professional development

    • Company provided Mac laptop

    • You'll be joining a talented and fun team, working together to build something great!

  • 1 month ago

    OUR CUSTOMERS DEVELOP SOFTWARE AT THE SPEED OF IDEAS

    CloudBees is powering the continuous economy by offering the world’s first end-to-end continuous software delivery management system (SDM). For millions of developers and product teams driving innovation for businesses large or small, SDM builds on continuous integration (CI) and continuous delivery (CD) to enable all functions and teams within and around the software delivery organization to best work together to amplify value creation.

    CloudBees is the continuous integration (CI), continuous delivery (CD) and application release automation (ARA) powerhouse built from the commercial success of its products and its open source leadership as the largest contributor to Jenkins and a founding member of the Continuous Delivery Foundation (CDF). With a globally distributed workforce of more than 500 employees, the company reflects the global nature of the DevOps movement. We believe in walking the talk! From startups with full-stack developers practicing NoOps to large Fortune 100 companies, CloudBees enables all software-driven organizations to intelligently deploy the right capabilities at the right time.

    Over 3,500 of the world’s best known brands and over 50% of the Fortune 500, invest in CloudBees because of its ability to work across any cloud, in any development environment and to balance corporate governance and control with developer flexibility and freedom.

    CloudBees is home to the world’s leading DevOps experts helping thousands of companies harness the power of “continuous everything” and putting them on the fastest path from great idea, to great software, to great business value.

    As a Customer Success Manager, you will be responsible for onboarding and training new CloudBees customers and prospects. Working closely with our Sales, Customer Engagement, and Professional Services team, you will use your strong communication skills and technical know-how to wow Corporate, Enterprise and Fortune 500 customers as you help them - for the first time - realize the value that CloudBees brings to their business.

    The ideal candidate is experienced in Enterprise Technology, loves helping customers, and is comfortable with technical and highly configurable Enterprise Technology solutions. Attention to detail, strong communication skills, and a customer-centric orientation are required. This is a rare opportunity to join a fast growing company with an open and collaborative work environment and help define Customer Success at CloudBees.

    WHAT YOU'LL DO:

    • Promote a customer first environment at all times.

    • Become a CloudBees Continuous Delivery Platform domain expert.

    • Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.

    • Work closely with clients and their tech teams to fully integrate CloudBees into their technology stack.

    • Train clients in software platform basics and provide progressive guidance throughout the acquisition and onboarding launch process.

    • Track and hit key implementation milestones.

    WHAT THE ROLE REQUIRES:

    • 2+ years experience in a customer-facing role 

    • Strong knowledge of the Software Development Life Cycle

    • Experience with DevOps tools, or Enterprise offerings of Open Source Software 

    • Experience working with and managing Public Sector agencies and accounts

    • Knowledge and experience using and supporting enterprise software, ideally a continuous integration / continuous delivery solution

    • Strong organizational and analytical skills. Attention to detail.

    • Critical thinking and proven complex problem solving skills required.

    • Customer first mentality; ability to empathize and build customer loyalty.

    • Four year engineering or technical degree, or equivalent required.

    • Background in computing, software development

    WHAT YOU’LL GET

    • Highly competitive benefits and vacation package

    • Ability to work for one of the fastest growing companies with some of the most talented people in the industry

    • Team outings

    • Fun, Hardworking, and Casual Environment

    • Endless Growth Opportunities

    At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers. Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization.

    In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem solving and better solutions for our customers and their businesses.

  • 1 month ago

    We're Tribe, a fast-growing B2B SaaS startup, empowering the new generation of online communities. We help companies drive growth and engagement by enabling their users to discuss and connect in their branded community.


    We are looking to hire a customer success specialist to join our team to play a key role in helping us retain our customers and expand our existing accounts.


    This position is remote!




    Roles and Responsibilities:


    - Handling customer support inquiries and providing an exceptional experience to our customers across different channels including chats, and emails and community posts.

    - Helping new customer with on-boarding by understanding the value of the product and utilizing the existing features.

    - Contributing to the knowledge base and creating user-friendly help articles, documentation, tutorials, videos, guides, etc.

    - Cultivating discussions and Q&As in customer community portal to create a vibrant and healthy community.

    - Collecting customer requirements and user feedback to share with the product team.

    - Syncing with product team on new feature releases and preparing relevant materials for customer support channels.

    - Spread awareness about our premium features among our existing customers and hand-over prospects to sales team.

    - Tracking user engagement via data and metrics in order to identify suggestions, improvements, and up-selling opportunities.

    - Analyzing user actions and providing effective solutions to increase customer satisfaction.

    - Developing customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.



    Skills:


    - Communication: Excellent written and oral English communication skills.

    - Customer-centric: Obsessed with customer experience and genuinely empathize with our users.

    - Multi-tasker: Excellent time management and prioritization skills and can handle multiple tasks with ease

    - Problem-solver: Get things done, no matter what

    - Self-starter: Strong initiative and ability to figure things out by yourself.

    - Proficient experience in using CRM/Email/Chat Tools

    - 2+ years experience in customer support preferably in a software/SaaS company.

    - Understanding of latest web technologies, SaaS and APIs.

  • Required experience;

    • Experience in a relevant role is a must

    • Experience working with Node.js, MongoDB on Linux

    Tasks;

    • Research and identify solutions to software issues

    • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

    • Provide prompt and accurate feedback to customers

    • Refer to internal database or external resources to provide accurate tech solutions

    • Document technical knowledge in the form of notes and manuals

    • Ensure all issues are properly logged

    • Prioritize and manage several open issues at one time

    • Follow up with clients to ensure their systems are fully functional after troubleshooting

  • The opportunity 

    Grammarly empowers people to communicate effectively and connect. More than 20 million people around the world use our AI-powered writing assistant every day to say what they mean and be understood as they intend. 

    To support our expanding user base, we’re looking for a Senior Customer Support Representative to join our Support team. This person will help our team create delightful customer experiences across public-facing channels—from Instagram to App Store reviews. Their empathetic interactions with Grammarly users will reinforce Grammarly’s mission and values by showing our users that Grammarly cares about their needs.

    Your impact

    Grammarly exists to improve lives by improving communication, and as a Senior Customer Support Representative, you’ll directly contribute to this effort by improving communication with people using Grammarly every day. As the voice of Grammarly in social media responses, you’ll have the ability to stretch your writing legs to write tight, on-brand responses to our users. You’ll also be able to scale a review response program with support from the team.

    • You will be responsible for sorting, tagging, and escalating all inbound social media requests, questions in forums, and new product reviews.

    • After you’re comfortable in the inbound queue, you’ll work on one-touch support issues, escalating social support issues to email channels, and creating surprise-and-delight responses for Grammarly users.

    • You will also build your skills in handling more brand-forward and high-impact types of requests, eventually managing responses on social channels relating to such sensitive issues as privacy and security.

    • You will also have the opportunity to evaluate Grammarly’s social support practices and give feedback to optimize these processes. 

    • You may eventually own the scaling plan for one area of public-facing support, such as macros, gif libraries, internal knowledge-sharing, training, and other areas.

    We’re looking for someone who

    • Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.

    • Has very strong writing skills—can write great copy for different channels and situations and is adept at crafting short, easy-to-read sentences.

    • Knows the public-facing support and social media landscape through experience with public channels in the past—and is eager to continue to work in social media.

    • Is an empathetic active listener with a solid understanding of tone matching

    • Can write a response that makes our users feel heard, understood, and taken care of.

    • Thrives in an environment where change is the norm but still can deliver great service amid changing social media landscapes and priorities.

    Support for you, professionally and personally

    Comprehensive benefits

    • Grammarly offers all team members competitive pay along with a benefits package that includes superior health care. But that’s just for starters: We also offer ample and defined time off, catered lunches, gym and recreation stipends, admission discounts, and more.

    Professional growth

    • We hire people we trust, and we give team members autonomy to do their best work. We also support professional development with training, coaching, and transparent and regular review processes.

    A connected team

    • Grammarly builds products that help people connect, and we apply this mindset to our own team. We take time to celebrate our colleagues and accomplishments with global, local, and team-specific events and programs.

    We encourage you to apply

    At Grammarly, we value our differences, and we encourage all—especially those whose identities are traditionally underrepresented in tech organizations—to apply. We do not discriminate on the basis of ancestry, race, place of origin, political belief, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, age, or any other characteristic protected by law. Grammarly is an equal opportunity employer and abides by the Employment Equity Act.

  • Formstack, the most flexible and powerful form building application, is looking for a Customer Success Manager to add to our Customer Success Team.

    Formstack is a 13-year-old company with its roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a remote work environment that is flexible and provides great freedom for those who can perform; however, we are ideally looking for someone in or around Colorado Springs for this role. 

    Who You Are:

    Formstack is looking for a world-class Customer Success Manager that can make a direct connection between a user’s goals and how our solution is implemented. This involves determining the appropriate use cases, showing how our product drives key processes for the client and ultimately driving major business outcomes for your customers.

    What You'll Do:

    As a Customer Success Manager, you will be responsible for everything about your portfolio of customers after the initial sale. You’ll educate established customers about new functionalities, best practices, industry developments and otherwise increase the value Formstack delivers to their organization.  You will develop a deep understanding of customer engagement and the Formstack platform so as to create and evolve best practices around the technology.


    How You'll Succeed:


    Oversee the on-boarding of new accounts and ensure successful implementations.

    Work with existing accounts to make sure they are utilizing Formstack most efficiently and properly.

    Track & monitor account statuses and identify areas of concern.

    Develop application notes to help customers understand actions they need to take to achieve success.

    Strategize, conceive and execute internal processes to streamline and scale customer-success work.

    Identify areas for improvement not only in our products and services, but also in the Customer Success function as a whole. Communicate internally with relevant stakeholders in sales, marketing, product and engineering to make your customer’s lives better. 

    Develop trusted advisor relationships with customer executive sponsors and key stakeholders, to ensure Formstack activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Formstack solution to be realized.

    Ultimate responsibility for the customer's renewal and for expansion of the platform. You promote maximum value from their investment in Formstack, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.

    Engage regularly with customers via Adoption meetings and Strategic Business Review meetings to identify needs and stay strategically aligned.

    Coach customers to ensure they are leveraging all available Formstack resources e.g. Help & Training, User Groups, webinars, etc.

    Serve as a customer advocate in driving industry best practices and the evolution of Formstack products and services, which are integral to the customer's success.

    Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.

    Coordinate with other Formstack teams including, management, sales, support, professional services, marketing, and product management and development, in order to meet account performance objectives and customers’ expectations.

    Possess a comprehensive understanding of Formstack solutions in order to serve as a product subject matter expert (SME) to demo, train and influence cross-sell/upsell opportunities.

    Meets assigned targets and strategic objectives in assigned accounts (ie. Churn & Upgrades).

    Maintain accurate information of all customer interactions and customer intelligence data using Salesforce.com or any other CRM application used by Formstack.

    What We Are Looking For:


    At least 2 years experience as a Customer Success Manager in a software company

    Strong knowledge of online software (SaaS) products and services, broadly defined

    Experience in Product Management, Consulting, Data Analysis, or Financial Analysis AND the ability to work with, connect to, and influence people

    Great communication, account management, project management and problem-solving skills

    Strong writer and speaker – documents, presentations, webinars and events

    Organized and systematic with great attention to detail

    Able & willing to travel periodically as the job requires


    What Formstack Offers:


    100% covered Medical Insurance, as well as company-paid Dental, Vision, Disability and Life Insurance Benefits for full-time employees.

    Unlimited PTO for all employees

    401k with matching company contribution for full-time employees

    The most up-to-date technology, including company-issued Macs, the latest software and other tools needed to excel at your job

    Company-paid conferences and extended learning

    Yearly company gatherings

    Want to learn more about who we are and what we value? CLICK HERE to hear from some current Formstackers about what matters most!


    Formstack is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.


    All data collected in our application process from resume collection to application questions is used for recruitment purposes only. We will store it in our applicant tracking system, JazzHR, and will not share this data with anyone else. We will keep your data until the role is filled and only continue to store it if we feel you may fit future roles.


    Thank you for your interest in Formstack!

  • 1 month ago

    Have you ever wondered what happens inside the cloud?

    Based in New York, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers, teams, and businesses around the world. We believe that today’s entrepreneurs are changing the world through software. Our mission is to empower these entrepreneurs by bringing modern app development within reach for any developer, anywhere in the world.

    We want people who are passionate about building meaningful long term relationships with our customers that help them grow and scale their business in the cloud and create experiences that they love. 

    We are hiring a VP of Customer Support responsible for developing and delivering the strategy that ensures our customers are successful on our platform.  Reporting to the Chief Technology Officer, the VP of Customer Support will lead the DO Customer Support function and its teams that make up a core pillar of DigitalOcean’s brand known for delivering an amazing customer experience across every interaction. Successful candidates will have a successful track record of running innovative Customer Support programs and increased customer retention and customer adoption.  

    What You’ll Be Doing:

    • You'll lead, build and develop strategies for our 24x7 Customer Support teams who interact with over 600,000+ accounts.

    • Support our Growth and Onboarding initiatives through world-class Customer Experience in our Service offerings, by improving our SLOs, customer satisfaction, and NPS scores, and evaluating and implementing new support channels

    • Implementing repeatable and scalable processes and strategies to help customers in their journey and ensure the different teams can scale with the growing customer base

    • Developing the right set of analytics to provide business insights into product quality and product adoption and help measure customer & product satisfaction

    • Improve our Support tooling strategy that drives customer experience and agent scale and productivity

    • Focusing on lifetime value to ensure that we’re building the set of services to support our customers as their needs grow and become more complex

    • Working cross-functionally across the business with product, engineering, marketing, and others to deliver feedback, inform the value proposition and ensure the overall experience is seamless and focused on the customer’s needs

    What We’ll Expect From You:

    • An affinity for customers and strong leadership and people management experience

    • A bias toward action, alignment and productive collaboration

    • A referenceable track record of success as a customer support leader at a SaaS, professional IT services company or enterprise software company

    • Ability to work with leaders and teams from across the organization in Engineering, Product, UX, Sales, and Post Sales

    • A zeal for continuous improvement in how we support our customers and communities, and employees in support

    • Past work experience in technical account management, customer support, or success

    • Current knowledge of industry trends in Customer Support including best practices, and progressive, cutting edge CRM and Support tools

    • An eye for identifying and removing friction from the support process (e.g. developing and implementing internal service tooling to automate processes)

    • Expertise in support operations and measuring success via customer support metrics and KPIs

    • Proficient understanding of Web/Mobile/Infrastructure app development & architecture

    • Has worked with highly technical and demanding customers who are running critical production workloads and demand enterprise performance from their vendor's product and services.

    • Is a strong coach for senior managers, developing leadership in his org for greater scale in the future

    • Is a highly engaged people manager and is seen as a role model and leader in the organization

    • Has recruited top  high performing talent and retained them while growing their careers with the company

    Why You’ll Like Working for DigitalOcean:

    We have amazing people. We can promise you will work with some of the smartest and most interesting people in the industry. We work hard but we always have fun doing it. We care deeply about each other and take our “no jerks” rule very seriously.

    We value development. We are a high-performance organization that is always challenging ourselves to continuously grow. That means we maintain a growth mindset in everything we do and invest deeply in employee development.  You’ll need to be great to get hired here and we promise you’ll get even better.

    We care about you. We offer competitive health, dental, and vision benefits for employees and their dependents, a monthly gym reimbursement to support your physical health, and a monthly commute allowance to make your trips to and from work easier.

    We invest in your future. We offer competitive compensation and a 401k plan with up to a 4% employer match. We also provide all employees with Kindles and reimbursement for relevant conferences, training, and education.

    We want you to love where you work. We have great office spaces located in the heart of SoHo NYC and Cambridge and offer daily catered lunches to keep your hunger at bay. We’re also very remote-friendly—we use Slack to communicate across the company—and all remote employees have the opportunity to onboard in-office and take an all-expenses-paid trip to our annual company offsite, Shark Week, to get quality in-person time with the team at least once a year. We also allow employees to customize their workstations to meet their needs—whether remote or in office.

    We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

  • 1 month ago

    Long Game is looking for a talented CS lead to join our team. This is a high-impact, high-ownership opportunity for someone wanting to solve a huge societal problem by joining our mission to help millennials live with less financial worry.

    Long Game is a new type of financial app with an emphasis on user engagement and rewarding users for positive financial behaviors. The primary interaction on Long Game today is that users save in their Long Game savings account to play simple games of chance where the user can win cash (no money is at risk). Long Game is expanding quickly and is adding to the business team to support expansion efforts.

    What you’ll do

    • Lead our Customer Success team and work alongside them to design and provide exceptional support to new and existing customers via email, chat, and phone.

    • Understand and help to implement and adhere to Long Game’s compliance policies and procedures

    • Implement processes, policies, and systems to scalably, repeatedly, and predictably ensure Customer and Team happiness

    • Report on Customer Success KPIs and improve performance in accordance with business objectives

    • Capture customer feedback, and participate in product issue resolutions and product enhancement efforts

    • Communicate regularly and work cross-functionally with our product team on support and product features and assist in design/implementation and QA

    • Evaluate, troubleshoot, replicate and document product bugs for further escalation to Engineering and our partner banks

    • Author knowledge base articles for product features and FAQ’s

    • Develop and document best practices for support process and product improvements

    • Be a team player and actively add to our company culture

    What you’ll need

    • 3+ years managing technical support professionals for a technical, consumer product

    • 5+ years of experience in a customer service and/or technical support role for a fast growing tech company

    • Experience in financial services CS and knowledge of banking compliance is preferred

    • Consistent track record of achieving high levels of Customer satisfaction and aligning outcomes to customer and company goals

    • Experience leading remote teams

    • Excellent software capabilities including zendesk, google apps, cloud based business applications, etc

    • Experience with budgeting, prioritization, project management

    • Analytical problem solving abilities

    • A can-do and self-motivated attitude that lets you see what needs to be done and take action without constant direction

    • Excellent writing and communication skills

    • A serious view on confidentiality, compliance, and consumer data practices

    • A desire to build a career in CS

    • Be a team player and actively add to our company culture

    • Personal alignment with Long Game’s mission

    Competitive salary and early-stage equity. To apply, please email [email protected] and include your CV and a link to your website. Feel free to include any additional details in the body of your email.

  • 2 months ago

    We’re looking for a Data Protection Advisor to help our customers design, operate, and audit their information security management programs with Aptible.

    This is a unique opportunity to be a high-impact, early member of the Aptible Team, and to lay the foundations for our Advisory Team of experts in security, privacy, and compliance. As Data Protection Advisor, you will engage directly with our customers—helping them make the most of Aptible Comply, and ultimately, build strong security and privacy cultures within their organizations.

    About Aptible

    Our Vision

    We see a future where it’s easy to bring a great idea into the world using the internet, while respecting data security and privacy. The next generation of businesses will design security and privacy into their operating processes. If every business is going to be a software business, every business will need to be a security business.

    We’re working to make information security a core competency of every startup. We envision a world in which startups have access to great information security, are empowered to focus on their businesses instead of on compliance, can scale faster and more efficiently, and are confident that they're creating quality products.

    Our Values

    Commitment to the Team

    We're passionate about building a diverse team of talented people who accomplish great things together, regardless of where they are. We talk a lot about the science of high-performing teams and how to make Aptible the best environment to support that kind of team. If you love the mutual support and camaraderie of a strong team that wins together, we want to hear from you.

    Commitment to Each Other

    We commit to each other as individuals, one on one. We measure our commitments carefully and hold each other accountable, which means we’re able to deliver more for our colleagues and customers in the long run. We set only a few very clear, ambitious goals as a company each quarter, and talk about them constantly to reinforce focus. We make time to recognize, praise, and reward those who consistently deliver on their promises.

    Commitment to The Mission

    Startups are hard, and we expect challenges and missteps. We love winning, but most of all, we value getting back up and getting better at what we do. We are deeply motivated to build trust on the internet by empowering teams, and we respect grit and perseverance in furtherance of that mission.

    Growth Over Perfection

    We fail often and early, and learn from it. We talk about improving constantly. We praise those who give feedback early and often. We put effort into being good at giving feedback: When we give feedback, we make each other feel big, not small. This helps create an environment where we can take reasonable risks, which in turn helps us make decisions quickly and learn fast. We expect managers to delegate a lot, and acknowledge that delegation means sometimes letting someone make what you think is the wrong decision.

    Teaching as Learning

    We are a team of learners. We value and respect teaching as the best way to learn, and make time to share information openly. We set explicit goals around training, and devote resources to developing and improving our internal training. We praise those who share knowledge in public — by asking and answering questions in team chat, writing documentation, and writing for our customers.

    Taking Responsibility Over Giving Responsibility

    Identifying problems is a good start, but we love solving them more. We think and talk a lot about how we can improve, and work hard at it. We value and reward those who take initiative. We don't like meetings where we only talk about problems.

    Asking Why

    We ask “why?” a lot in order to understand root causes. Asking why helps us cultivate focus and make high-quality decisions quickly. We don't attribute mistakes to human error. We view them as a starting point for an inquiry, not the end.

    Your Impact

    • You’ll establish relationships with CEOs, COOs, CTOs and other key customer stakeholders, making sure they feel supported as they onboard and get acquainted with Aptible.

    • You’ll serve as a teacher and advisor to our customers, explaining complicated concepts in accessible terms, making concrete recommendations and helping our customers make decisions, and developing an external knowledge base to educate and build our community.

    • You'll collaborate with our Customer Success Managers to guide customers throughout their time with Aptible and actively find ways to help them advance their goals.

    • You’ll serve as the voice of our customers, delivering subject matter insights and constructive feedback to our Product Team to inform the development of Gridiron.

    Your Strengths

    • Security Standards & Data Privacy Expertise: You’re a subject matter expert with a track record of success in leading an internal audit program (ISO 27001, SOC 2, HITRUST), as well as an internal regulatory compliance program (HIPAA, GDPR). Bonus: You also have a CIPP/E or CISSP Certification.

    • Client Services Skills: You're committed to delivering service excellence in every client interaction. You have experience leading and developing work product for external clients.

    • Verbal and Written Communication Skills: You have experience explaining complicated concepts and drafting clear communications that demonstrate attention to detail. Experience communicating with Senior Leaders is helpful, but not required.

    • Project Management Skills: You have experience running several projects at once in a dynamic environment. You’re comfortable working collaboratively with internal and external clients, taking initiative to move projects forward and deliver results on time.

    • Problem Solving Skills: You have experience analyzing root causes and identifying creative solutions to complex business problems we may not have encountered before.

    • Legal Experience (Not Required): You're an attorney with experience in security, privacy, or compliance. You have a track record of success in helping clients understand broad regulations or requirements, and applying them to clients' specific situations.

    Our Benefits

    • Work from Anywhere: Enjoy the flexibility of working from home, a local co-working space, or your favorite coffee shop.

    • Open Vacation Policy: We encourage you to take the time you need, when you need it — for any holiday or matter of personal importance.

    • Paid Parental Leave: We offer job-protected Paid Time Off — 12 Weeks, Fully Paid — for all parents to bond with a newly born, adopted, or fostered child.

    • Medical, Dental, and Vision Insurance: We offer comprehensive health care for employees, with 100% of premiums paid by Aptible.

    • Hardware & Software: We help you create your ideal office setup and provide any software you’ll need.

    • Company Travel: We come together in-person at least two to three times per year, in locations around the globe.

    Our Commitment to Diversity and Inclusion

    We prioritize diversity within our team and value different perspectives, educational backgrounds, and life experiences. We encourage people from underrepresented backgrounds to apply.

  • Ockam’s mission is to enable builders of the seamless connected future. We are builders who empower other builders to develop trustful IoT systems with our easy to use tools, methods, and protocols. We are building an open and thriving open source ecosystem to accrue ever increasing functionality for our users. Ockam is growing The Team to accelerate this mission. Read more about our Team ethos at https://www.ockam.io/posts/ockams-first-product-our-values

    We are backed by a world class group of venture investors including Core Ventures, Future Ventures, Okta Ventures and others.

    We are seeking a seasoned Sales or Solutions Engineer with customer focus and exposure to full stack IoT system architectures and solution design. 

    Responsibilities

    • Partner with customers to build solutions that integrate Ockam into existing customer deployments.

    • Collaborate with the engineering team to accelerate time to market for critical releases.

    • Articulate customer requirements / specifications and report gaps to Ockam’s product, engineering, and marketing teams.

    Requirements

    • Extensive systems engineering experience with 7 to 20+ years of experience.

    • Experience working with customers and in account management.

    • Experience dissecting complex systems and in building product solutions into those systems. 

    • Comfort writing production ready code and in switching between programming languages.

    • Experience with virtualized infrastructure and Infrastructure as a Service (IaaS) such as vSphere, OpenStack, Amazon Web Services, Google Compute Engine, or Microsoft Azure.

    • Remote candidates are encouraged to apply. Ockam is a distributed, remote-first structured team with a headquarters in San Francisco California.

  • 2 months ago

    What’s the opportunity?

    We are currently looking for an amazingly talented person to join our team as a Customer Success Manager. Customer Success is at the heart of our company, and thanks to rapid expansion, we need to add more CS expertise to our roster!

    As a CSM, you will own a portfolio of our top customers and manage every step of the customer lifecycle to ensure they get the highest value from their investment in Qualio. We view our CSMs as farmers who are comfortable establishing executive relationships, navigating difficult conversations, and ultimately ensuring mutual benefit, leading to commercial expansion.

    What will I be doing?

    • You will be directly responsible for making our customers successful by acting as their internal champion and advocate, providing best practices, and functioning as their key point of contact across the organization.

    • You will work with our customers to uncover and understand their goals, align on business objectives, and be responsible for implementing account plans to achieve success. You will wear numerous hats daily and need to be able to thrive working outside your comfort zone.

    • Your day-to-day is a mix of proactive and reactive work. The proactive work includes running customer meetings, handling renewals, upsells, and some project management. The reactive will consist of support and general account management duties.

    What will I be measured on?

    • Renewal Attainment;

    • Account Expansion;

    • and Customer Satisfaction (NPS).

    As a Customer Success Manager, you will

    • Be the key contact and advocate for your assigned customer list;

    • Maintain a revenue base by managing account support, retention, and renewal;

    • Drive upgrade revenue from new product feature adoption and expanded usage;

    • Work as part of the CS Team to develop strategies for scale and growth;

    • Collaborate with the Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow our customer base.

    REQUIREMENTS

    What skills do I need?

    • 5+ years of Account Management or Customer Success background in a SaaS company;

    • Demonstrated experience as a trusted advisor to customers;

    • Experience in driving success within your assigned customer accounts;

    • Excellent objection handling and negotiation skills;

    • Clear and articulate communication skills;

    • Ability to command an audience and mastery of follow-up;

    • Exceptional organizational and time management skills;

    • A track record of consistently meeting and exceeding goals;

    • A firm grasp of how business works, including sales, consultative problem solving, and issue resolution skills;

    • The ability to thrive in a fast-paced environment.

    We’d also like you to have:

    • Salesforce.com, Intercom, Excel, and CSM Platform experience;

    • Experience with managing multiple projects simultaneously;

    • Bonus if you have experience in healthcare or life sciences.

    ...And be aligned to our values:

    • Freedom & Ownership. Thrives on being trusted, on freedom, and on being able to make a difference. Seeks accountability and responsibility.

    • Respect & Integrity. Earns trust and maintains confidences. Does what is right, not just what is politically expedient. Speaks plainly and truthfully.

    • Adaptability. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.

    • Impact. Lives up to verbal and written commitments, regardless of personal cost. Goes above and beyond to push themselves and the company forward.

    • Humility. Know that they can do more and hustle harder. Acknowledge strengths and accomplishments but welcome constant learning and improvement.

    • Curiosity. Quick learners, open to new ideas and can integrate them into their professional and personal lives quickly. Takes pride in learning and sharpening skills.

    • Selflessness. You seek what is best for the company, rather than what is best for yourself or your group.

    BENEFITS

    In addition to playing an important role in building Qualio, you'll receive:

    • Competitive salary;

    • Health benefits;

    • Generous PTO policy;

    • And make a real difference through helping life-saving products to get to market.

  • 2 months ago

    As a Customer Onboarding Specialist at Awesome Motive / OptinMonster, you’re responsible for driving customer engagement and reducing churn by proactively championing the customer throughout their initial product onboarding experience. You’ll be reaching out to new customers, learning about their needs, creating campaigns to set them up for success and following up to ensure a delightful experience. If you have a happy, can-do attitude and love helping people succeed, we would like to meet you.

    To love this role, here’s the type of person you are:

    • You are willing to get in the trenches with customers to help them succeed.

    • You’re a self-starter who loves taking initiative and seeing things through to completion.

    • You’re an excellent communicator who makes sure nothing slips through the cracks.

    • You have the curiosity and desire to learn and grow your skills.

    • You’re passionate about people finding ongoing value from their investments.

    • You take pride in the quality and craftsmanship of your work rather than just doing it to get it done.

    Here are some skills that will come handy:

    • You have a knack for understanding where a customer is in their journey and can partner with them to get to the next level of success.

    • Familiar with email marketing basics, and comfortable communicating via digital media platforms such as Intercom, Facebook, Twitter, blog comments, etc.

    • Ability to get a full picture of a customer profile and make proper recommendations to get the most out of the product.

    • Pleasant and happy tone when speaking with customers on the phone.

    • Exceptional verbal and written communication, negotiation and persuasion skills.

    • Ability to recognize at-risk customers and be able to communicate effectively to reduce both voluntary and involuntary churn.

    • The ability to juggle multiple projects and timelines.

    • Extremely organized and able to manage time effectively.

    • Excel in a team environment and able to communicate clearly with your peers.

    Responsibilities:

    • Proactively help to onboard new customers and ensure successful deployment of our products on their websites.

    • Create campaigns for customers that align with their business goals and ensure success from the start.

    • Use Intercom, Facebook, emails, customer calls and other technologies to communicate with customers to understand their business goals and ensure that they derive maximum value from their investment in our products.

    • Identify product improvements that will help the customer succeed or make the product more simple to use.

    • Recommend improvements to company processes to improve customer success and retention and reduce churn.

    • Proactively perform outreach to resolve at-risk customer escalations.

    • Work cross-functionally and collaboratively to advocate for customers with all inter-company teams.

    • Identify, collect, record and distribute customer success stories to be used in our marketing materials.

    What we offer:

    Working for a fully remote, fast-growing bootstrapped company is a rare opportunity, one we consider a lifestyle choice rather than a job choice. Our positions are challenging, but also come with amazing advantages and fulfillment to those who earn them. Here’s what we offer.

    • Competitive Salary.

    • Health Insurance benefits for full-time U.S. employees.

    • Flexible Schedule – Work from your home. We’re spread out all over the world – United States, UK, Czech Republic, Greece, Pakistan, and more.

    • We encourage employees to take the time they need for vacation, to stay healthy, and to spend time with friends and family.

    • After one year with the company: 30 calendar days paid maternity/paternity leave, and up to 60 calendar days total time off with position guaranteed.

    • We happily provide or reimburse software you’ll need as well as opportunities that promote continued learning.

    • We give you the opportunity to solve challenging and meaningful problems that makes a difference.

    • Custom Branded laptop at your five year anniversary.

    • We cover all costs of company travel (including our annual all-company retreat and mini-team meetups).

    • Ability to work with some of the best people in the business through frequent, if not daily, interactions.

    • And in case you were wondering: no politics, no b.s., and no jerks.

    How to apply?

    If all of this sounds interesting, then please submit your application. Tell us about yourself, what you can contribute to the team, and attach a resume.

    We won’t be able to individually respond to all applications, but if we feel you’re a strong match, someone will be in touch within 72 hours.

    Thanks and we look forward to hearing from you!

  • About Later

    Founded as the first-to-market Instagram scheduler in 2014, Later (formerly Latergramme) has grown from a simple Instagram tool to the #1 visual marketing platform for Instagram, Facebook, Twitter, and Pinterest. Now with over 2 million users globally, Later is a member of the Instagram Partner Program and a Pinterest Marketing Partner.

    We believe that social media has become a visual experience, and we’ve designed our platform to help you visually plan and schedule your photo and video content.

    Later helps streamline your social media strategy so you can set yourself up for more sales and success. Our features focus on visual scheduling, media management, marketing and analytics. Here at Later, our goal is to simplify Instagram marketing and make it accessible for all businesses.

    What we are looking for: 

    We are looking for an experienced Director of Customer Experience to drive the strategic direction and execution of our Customer Support and Success function at Later. You will bring a depth of knowledge in customer experience and leadership to grow a world-class remote customer experience team. At Later, our customers are everything to us and the experience they receive is one of our top priorities. We want someone that has created meaningful results through leading a customer focused team.

     Your goals will be to: 

    • scale the customer support team while keeping it efficient

    • educate our customer base to effectively use our products and features

    • work closely with the marketing, product and engineering teams to ensure our customers have a voice and Later teams receive the appropriate feedback to make sure we’re making strategic decisions driven by our customers' needs. 

    The Later HQ is located in Vancouver,  Canada but you’ll be joining a remote and global customer team of 12. We’re looking for someone that’s autonomous, comfortable leading a team around the world, around the clock, excellent at team communication and great at systems and processes that scale. 

    Responsibilities

    • Own the strategy, execution, and the results of our customer retention with the primary goals of extending and retaining our customer base

    • Develop retention strategies and programs including customer onboarding, customer and product education

    • Work in partnership with the key stakeholders including the Marketing, Product, Engineering and other internal teams to improve the customer experience, retention and customer satisfaction. 

    • Analyze all aspects of our retention and revenue generating activities to determine and identify areas of improvement

    • Define strategic plans for both the customer happiness team as well as the customer success teams along with planning and prioritization systems

    • Design and optimize the customer journey in partnership with Marketing

    • Recruit, develop and lead a team of experts in Customer Onboarding, Product Education, User Research, Customer Support, Technical Writing, and Self-Help

    • Build out a self-help driven support team that can efficiently handle an ever growing and engaged customer base in the order of ~100k

    • Develop, implement and improve on training and support processes to ensure our support team knows how to best help our customers with efficient responses times and high levels of customer satisfaction as we scale our customer support

    • Take a qualitative and quantitative approach of providing customer product feedback on an ongoing basis to ensure the product team has the right information to ensure we are improving our product based on our customers' voice. 

    Qualifications:

    • 6+ years of building and optimizing retention, support and customer experience driven initiatives.

    • 3+ years leading a big and growing diverse team where you were directly responsible for hiring, managing, and coaching

    • Proven success in driving retention in a SMB SaaS model

    • Analytical and ROI focused with the ability to manipulate data, build reports, and craft analyses to generate insights & recommendations.

    • Solid understanding and hands-on experience with product onboarding, customer support, product education, and user research. 

    • Adept at working effectively in a fast-paced environment, independently and collaboratively as a team member.

    • Excellent verbal and written communication skills with the ability to clearly present ideas, updates, and results to business partners on various levels

    • Creative, innovative and motivated to design & build things where they do not already exist.

    • Growth mindset with an avid desire to continually learn and expand skill set. 

    • Bachelor’s degree (or higher) Or equivalent practical experience.

    How to apply:

    If you think you might be a great fit with our team please send us your resume and a brief cover letter, we’d love to hear from you.

  • 2 months ago

    A Bit about Us

    Unlike most other products and services, hiring a contractor for a home improvement project is very far from a 1-click experience today.  Ergeon aims to empower skilled local contractors with human and technology-powered services to make home improvement easy. We take a full-stack approach to create a seamless experience for homeowners, and leverage technology to scale the front & back offices of contractors.

    Ergeon was founded by two serial entrepreneurs and has been growing extremely fast. We assembled a world class team and have raised significant funding from top-tier investors. We are looking for top talent — join us in disrupting the $200B+ home improvement market!

    Overview of the Role

    As a Customer Service Agent, you will be the voice of Ergeon to all inbound communications coming from leads or customers. You will support Ergeon’s growth by ensuring that all communications are routed to the correct team that should handle the request through a high-touch, customer-first oriented experience. You will mainly interact with Sales, Project Management, or Customer Escalations. By being one of the key players in ensuring timely communications, or sharing Ergeon’s value proposition, you will be focused on listening and creating the best customer experience above all else.

    Responsibilities

    As a Customer Service Agent at Ergeon a typical day will include the following:  

    • Answer inbound communications from customers and leads 

    • Communicating with leads via inbound calls, emails, and text messages (we use Front for emailing and texting)

    • Providing with return calls with requested information or updates to leads.

    • Routing live calls to the correct team depending on the requested interaction; be that with Sales, Project Management, or Customer Escalations.

    Desired Skills and Experience

    Must have:

    • Strong communication and customer rapport building skills

    • Ability to master high-level information for our products and concepts quickly 

    • Attention to detail, organization and prioritization skillset

    • 2+ year(s) experience in Customer Service

    • English fluency

    • Available for flexible schedule, with possible weekends, working 40 hours per week between 8am and 8pm PST 

    Nice to have:

    • Customer Service experience in general labor or in the construction industry

    • Experience using CRM tools like Pipedrive, Talkdesk, or Front

  • Location: Work From Your Home for our All-Remote Company (USA only)

    Do you enjoy troubleshooting technical issues and are detail-oriented? Are you able to communicate technical information simply and easily to technical and non-technical customers?

    If so, we’d like you to learn about Files.com!

    At Files.com, we believe that providing great customer support is a matter of integrity.

    We won’t feel good about the product we’ve built if customers can’t figure out how to use it, if it has incomplete documentation, or if bugs don’t get resolved.

    We invest heavily in our Customer Success team with the goal of being overstaffed so that our customers interact with a live person and get a timely resolution.

    About Files.com

    Files.com is the new name for BrickFTP, a cloud storage service that has existed since 2009 and has over 1,700 paying business customers.

    Our company consists of 20 (and growing to 30 by the end of 2019) USA-based remote employees who work from home.

    Our products and services are used by over 2,000 enterprises and SMBs, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.

    We’re Bootstrapped, Profitable, and Growing

    Our success comes from building a great service that solves problems for our customers, and our growth comes from expanding and improving our products as quickly as we can.

    We believe that great products can only be built by great people. So we’re on a quest to find the smartest, most creative, and most motivated people, and create an environment in which they thrive.

    We Are A Remote Company

    You will work from home and have some flexibility to choose your working hours, allowing you to make time for family, recreation, vacations, or anything that is important to you.

    You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. You’ll have the time to take longer vacations and have fun.

    Every quarter, you’ll travel to an in-person meeting with the entire team to meet and work together face to face. These meetings are in cities that are fun to visit. In the last few years, we’ve been to Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City

    We think that these in-person meetings are vital to the success of a remote team.

    About the Role

    • Our Customer Success (Support) Team’s name reflects its primary goal: maximizing our customers’ success.

    • Daily responsibilities in pursuit of this goal include providing technical support and generating written content.

    • You will will help triage customer reported issues and respond to them via phone, email, and chat.

    • In addition to providing customized solutions and recommendations, you will be asked to track recurring issues and report them to the appropriate team or individual.

    • You can further specialize in things like technical documentation, internationalization, and knowledge base once hired into this role.

    Minimum Qualifications:

    • 5+ years of Customer Support / Service experience for a SaaS or technical business services company.

    • Ability to communicate technical information in a simplified, easy to understand manner.

    • Excellent written and verbal communication skills.

    • Top-notch customer demeanor.

    Preferred Qualifications:

    • 8+ years of Customer Support / Service experience.

    • Knowledge of hosting-related topics and technologies like TCP/IP, IP routing, DNS, FTP, HTTP, Email, Firewalls, SSL/TLS, Unix, or Linux.

    • Experience working on a remote team.

    Our Core Beliefs

    Here are just some of our Core Beliefs:

    • We believe that allowing and supporting 100% remote work gives us access to great people we wouldn’t otherwise be able to hire. We tend to hire folks who are later in their careers, which means they usually have their family established somewhere. By offering remote work, we can hire the best people, no matter where they’re located.

    • We believe that the best way we can acquire top talent is by being an amazing place to work. Work from home, travel with the team, and surround yourself with top tier people at Files.com. Read about everything we’ve done to make working at Files.com great.

    • We believe in building products that we actually use ourselves. We are our own toughest critics and we put all of our products through their paces every day.

     Salary, Pay, and Benefits

    • Files.com offers industry-leading salaries based on experience combined with unparalleled flexibility and other benefits to secure top talent.

    • You’ll take off 11 company-wide holidays per year as well as 20 days of PTO for vacations. Go have fun. Don’t work all the time.

    • We will provide you a $2,500 signing bonus to purchase a new computer, desk, or anything else that would help build or refresh your home office.

    • We’ll update your salary annually based on your performance, as reviewed by your peers.

    • We fully pay base plan health insurance premiums (exact plan details depend on your state of residence), and we’ll pick up the tab for 75% of your spouse or dependents if they wish to join your chosen plan. We want your family to be healthy.

  • This role is remote. Ability to work East Coast business hours and weekends on a shift schedule required.

    Customer Support is the key to BlackBird’s success, and we are looking to expand our team of CS Specialists.

    We’re looking for highly motivated individuals with a passion for travel to take customer support to the next level. You will be responsible for providing the ultimate customer experience to our guests in the booking process and beyond.

    You believe in helping customers as quickly and efficiently as possible with a smile on your face and in your voice! Your written communication is flawless, grammar is your strong suit and interacting creatively with others is your preferred work environment. Your attention to detail is impeccable, ensuring timely and accurate completion of needed travel arrangements. Challenges don’t set you back, but instead are welcomed with excitement and enthusiasm to expand your ever-evolving knowledge of the travel industry.

    Our perfect team member is a detail-oriented, self-motivated, multitasking, team player who is interested in becoming an integral part of a fast-growing startup that’s disrupting the travel industry.

    This role will be reporting to the Head of Customer Support.

    Key Responsibilities:

    • Assisting customers with adjusting, removing and editing existing travel reservations

    • Maintaining customer’s travel itineraries and confirming upcoming reservations

    • Helping app users with any questions or concerns they might have through live chat

    • Maintaining excellent communication between customers, charter partners, and internal team members

    • Understanding the app booking process and foreseeing and preventing possible confusion points before they occur

    • Sharing customer feedback across the organization for continual enhancement of the BlackBird platform

    Qualifications and Characteristics:

    • 2+ years working in the customer support industry

    • Proficiency in Google Sheets, Excel, and email

    • The ability to work under pressure and effectively multi-task

    • Availability to work on Saturdays and Sundays

    • This role is remote. Ability to work East Coast business hours and weekends on a shift schedule required. Your direct employer will be a third party and you will be on assignment at BlackBird.

  • About Us:

    We’re a five year-old, rapidly growing, and profitable startup that helps revenue organizations learn from every conversation. We do this by delivering an industry-leading voice platform for sales teams to track, analyze, and coach on their customer conversations. We pride ourselves in doing things the right way and being customer-first. But don’t take our word for it (we believe in showing vs. telling):

    • 140% net revenue retention YOY and 99%+ logo retention

    • Multiple customers ranging from five to six figures in ACV

    • Multiple customers in their second or 3rd year of renewal

    • Rated #1 for customer satisfaction on G2Crowd

    As a Senior Support Engineer, you’ll work with every part of the organization (Customer Success, Product, Engineering) to ensure that customer issues are well defined and understood.  At the same time, you’ll work with our customers to find creative solutions to issues that may have varying levels of impact on their business.

    What you'll do:

    • Be the go-to product/architecture expert for the Customer Success organization

    • Troubleshoot escalated support issues leveraging a variety of systems, logs and tools

    • Identify, reproduce, and escalate bugs to the engineering team and come up with mitigation strategies to minimize customer impact

    • Partner with our Account Executives by removing technical and business related obstacles pre and post sale

    • Engage customers virtually (Intercom, Phone, Email, Web Meeting) and on-site as required.

    • Build tools and documentation to improve redundancy and scalability on the support team

    • Monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring, member escalations, internal team feedback, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member experience possible.

    • Play an essential role in product launches and sunsets including leading and managing global bug bash sessions, ensuring readiness from a product quality perspective and providing supporting technical services.

    • Aggregate and analyze member bugs/issues using internal tools, path analysis reports, and the available data, to drive fixes for key product issues.

    • Responsible for prioritization of client and technical issues based on volume, members impacted, revenue impact, and other relevant factors.

    • Coordinate with internal teams on necessary technical trainings surrounding production launches or general up-leveling.

    • Deal with the most complex issues not resolved through other support channels which are escalated

    • Author application training materials.

    • Work directly with Sales and Operations teams in answering questions best practices and technical implementation to help Sales reach their goals.

    • Write technical documentation for our client facing help center to help drive understanding and customer retention

    What you'll need to be successful in the role:

    • 4+ years working in a Support Engineering Role

    • Strong understanding of system architecture fundamentals and best practices (especially in a cloud environment)

    • Proficiency with multiple programming languages (including JS), terminal (SSH, Linux) and SQL

    • Exceptional debugging/critical thinking skills

    • Bias towards action, with a history of driving pragmatic decisions in difficult situations

    • Extremely detail-oriented, with a natural tendency to create and share documentation

    • Strong communicator, who can drive efforts with both technical/non-technical stakeholders

    • Strong ability to adapt, parallel process, and operate independently.

    • An outstanding record of achievement, including an undergraduate degree in Math, Science, Engineering or comparable discipline

    • Humble confidence

    • Empathetic, patient, and helpful to those around them

    • Resilient, with the ability to show poise under pressure

    • Highly curious and interested in continued learning & development

    Our Values guide who we hire, help us tackle tough problems, and shape how we build our product. The more closely you already identify with our Values and what they mean in action at Truly, the more likely you will thrive at Truly. You can read more about the interview process and our company Values here. 

  • At Draftbit, we believe that software should be a democratizing agent that makes it possible for anyone to turn their app ideas into reality.

    Draftbit is a collaborative product development tool, focused on mobile apps. Our platform allows technical and non-technical teams to work together to build native mobile apps. Apps built in Draftbit produce high quality React Native code that can be exported at any time so you can build inside and outside our platform.

    Backed by world-class investors (including Y Combinator), we have aggressive growth goals and are looking for a Community Manager to help us achieve our vision.

    About The Position:

    We’re looking for a Community Manager to join our small but fast-growing team. Community management doesn't have a single definition, so here’s how we’re thinking about this opportunity:

    • We're looking for someone to be on the frontline of all our customer communications - you will own all of our customer success channels (Discourse, Intercom, Readme/documentation & FAQs, etc)

    • In addition to being highly available and responsive to all of our inbound customer communication, we expect you to work proactively to cultivate community amongst existing and prospective Draftbit users.

    • You will own our social media (Twitter, Linkedin, Instagram, etc) communications and work to develop new forums (conducting app-building livestreams, curating customer apps & their stories, etc) that showcase our product and the apps successfully built by it

    • You'll be a Draftbit evangelist and represent us online and offline (at external events and meetups, etc)

    • You will work closely with our product and engineering org to translate the benefits of new features to our communities and share insights from our community engagement and initiatives

    About You:

    Our ideal Community Manager has experience building and managing communities of developers/technical users, or communities for technical products, has an extreme attention to detail, concisely communicates complex concepts, and is an exceptional communicator.

    You’re probably a great fit if:

    • You’ve been a software engineer or been involved in building/marketing a technical product

    • You're an accomplished storyteller who has successfully conveyed the value of technical products to both developer and non-developer audiences

    • You have experience working in customer success or community management

    • You've likely been the go-to person on a team that everyone counts on to ensure things get done

    • You value self-management, execution (over perfection), speed, and personal reliability

    • You’re able to take an idea and run with it, rather than just following instructions

    • You're comfortable working in a startup environment, probably because you've worked at one (bonus points if you’ve ever started/run a business before)

    • You're excited about Draftbit and our mission. We want people who bring new ideas to the table and care about what they are building.

    Additional Details:

    • This is a full-time position that can be based at our Chicago HQ, San Francisco office or remote.

    • Note: You'll need valid U.S. work authorization to join us.

    Some of our perks are:

    • Full health, medical, dental, and vision coverage - we pay 99.9% of your premiums and 50% of dependents’ premiums.

    • Unlimited sick, personal, and vacation days. And we can flex on hours or accommodate special considerations.

    • Standing desks for all and the equipment of your choice

    • Chance to work with decent, fair, and flexible people

    We believe in fair pay and transparency, and we anticipate this position's compensation to be between $60k to $120k in cash and .1% to .5% in equity, depending on experience.